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:12/06/2023

  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 these seat covers on 3/27/23. In July I called to see what was going on. The guy on the phone told me he would have them shipped out in a few weeks. Finally dilvered 8/30/23. 5 months later! I ordered both front and back covers and only received the back. I called vertex right away. He told me to call fedex so i did. I filled a claim with fedex. They are telling me vertex needs to fill out a shipping waiver and they can resolve the issue. I have called, emailed and sent messages on their messager and heared nothing back from them for months now.

  Business Response

  Date: 12/07/2023

  Hi *****,

  We actually have replied and explained this situation multiple times. And we have worked with FedEx repeatedly and tried to offer solutions. And we're still willing to help.
  
  However, the complete order was manufactured and then delivered to your possession on August 30. ( Thanks for your patience during the manufacturing process - we hate keeping people waiting and aplogize for the delay and we are working to imrpove - we also did provide the FREE emboridery you requested as a courtesy due to the wait time).
  
  The size and weight of the box were correct when the shipment was processed and when it was scanned through the FedEx fulfillment center and finally upon delivery to you. And then you personally signed for the package when it arrived. In most cases they take a picture of the packages on the porch - but in this case delivered it directly to you. *see signature attached.
  
  We want to provide all the service we can to you on this - but we cannot accept the full responsibility to custom-make a replacment when there is clear documentation it was already delivered. If it was in fact missing when delivered to you the package should have been refused, returned to sender or atleast documented by the delivery driver. Or immediatley filed with FedEx as a complaint. FedEx would be the only party responsible to correct this. If you file a claim with them and it is credited then we can make any missing portion of the order for you with that credit. We have attempted to make a claim with FedEx on your behalf as well - - but again, they have proof of delivery and therefore they cannot issue credit.

   We maintain the facts that we manufactured your order and shipped it complete and have thorough documentation through FedEx that it was delivered. Even if they are not willing to give you a credit we have offered to make you a new set for 50% off. If it was stolen, lost or whatever then the best we can do is meet you halfway. We do not accept the responsibility to replace the product for free but are willing to help out if that is the case. 
  
  
  

  Customer Answer

  Date: 12/07/2023

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

  I never signed for this package. The driver left this package at my gate. I have an automatic gate at the front entrance of my home and that driver left it there. That's his signature... Not mine! I called fedex multiple times and talked to management.  They said you need to fill out a shipper waiver so they can resolve my claim. I have never had this kind of an issue before. I have been calling your company and sending emails with no response from you for 2 months now. 

  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 12/08/2023

  Hi ***** - 

  It is alarming to hear you say that you have not been communicated with when reaching out. That led me to look into all of the details provided again to make sure we weren't missing the mark. I do see several notes about communication on your order and the claims process and photos you sent in. But still wanted to triple-check and so went through the FedEx claims, the emails, the text messages again.

  In another attempt I have re-submitted the claim with FedEx. Hopefully they can resolve this quickly. We will try all of our options again. I will update you as soon as they reply on this.
  
  Kind regards!

  Customer Answer

  Date: 12/08/2023

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

  Thank you. I just want to get this resolved... Please let me know if you hear anything!
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:11/08/2023

  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 Factory Synthetic Leather Seat Covers for my 2022 Chevrolet truck on April 21, 2023 for $773.97 paid for by credit card. Order#****** The advertised wait time was 8-12 weeks. I have emailed the company several times and called. They always lie and provide an excuse such as supply chain issues or lie about delivery date. Sometimes they don't even reply. I filed a 1 star google review 3 weeks ago, which prompted a phone call from the company stating they would be shipping on October 23 and I should receive a tracking number then. I still haven't received a tracking number or email reply since my last email to the company.
  
  Timeline:
  April 21, 2023 order placed paid in full
  June 15, 2023 emailed requesting status on my order
  June 15, 2023 received email from the company stating order will be shipped the week of July 10-17.
  August 22, 2023 emailed requesting delivery date
  August 25, 2023 received email from company stating the order will ship in 15-20 business days
  September 25, 2023 emailed requesting update on my order
  September 27, 2023 received email from company stating order will ship in 3-4 business days
  October 13, 2023 emailed requesting update on order after calling company and leaving a voicemail with no answer
  October 17, 2023 emailed again and requested an update on my order, filed a 1 star review on Google
  October 18, 2023 received a call from company regarding review on Google. Offered refund which I declined at this point. Company stated order should ship by October 23 and be watching for email with tracking number.
  November 6, 2023 emailed company again because I haven't received a tracking number or any update on my order.
  
  I believe this company should be investigated for potential fraudulent activities.

  Business Response

  Date: 11/20/2023

  Hi, we think ******* is justified in his frustration for the extended lead time. We're sorry that his order was delayed more than once and that the information he was updated with did not take care of the issues. However, as stated, he decided to keep the order and wait while his order finally made it through production. The order was delivered. There was never any funny business or fraudulant activity in regards to this order - or any others for that matter. We're just a small US manufacturer who is trying to grow and improve supply chains and vendor relations while taking on increasing demand. We do apologize and wish we could have served ******* better and hope he is still able to enjoy his seat covers. They are covered by warranty for as longs he drives truck.

• Initial Complaint

  Date:11/01/2023

  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 placed an order June 24, 2023, for seat covers. I was told it would take ***** weeks to fill the order. It's been 18 weeks. I have tried calling the business and am forced to leave a message. No one answers or returns my messages. I have sent emails with my order number. No one answers them. I am tired of waiting and would like a full refund. This is total nonsense and no way to do business. My next step is to contact the ***** **** ***************** and pursue a fraud case against Vertex Offroad.

  Business Response

  Date: 11/13/2023

  Hi, we updated ***** directly. His order was already being completed when he reached out and he decided to keep the order instead of going through with the refund. It has now been sent out to him and is covered by warranty to fit right, look right and function right. The construction of the covers is also covered by our warranty for as long as he drives the truck. We are improving our manufacturing processes and wish we would have provided his order to him more quickly. We sincerely appreciate his support and understanding on this matter.

• Initial Complaint

  Date:10/30/2023

  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.

  I ordered this product 6/27/23, knowing it would take 10-12 weeks. On 9/12/23 I sent an email and received an email that the order would be completed in 3 weeks. I sent another email 10/9/23 and received a phone call on 10/13/23 @1334. The caller told me my item would ship the week of the 16th. I sent my last email 10/24/23 requesting a refund. I have heard nothing.

  Business Response

  Date: 10/31/2023

  Hi **** - thanks for your message and we apologize for the delay in receiving your products. There were some delays in the course of production and suppliers ( that are not your fault ) and we take full responsibility for those. Our customer service reps do give the most accurate information that they have available and it is not their fault either. This was a production issue and they were giving the information they had to count on. We can process the refund for these items for you. Likewise, we can also fill this order as soon as those issues are resolved. Please confirm and thanks again for your support and interest and sorry we could not fill the order for you in the timeline expected. Best regards.

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They responded saying they would refund or finish the order when products arrive. I just want a refund of my money.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 11/10/2023

  This refund was processed as reqeusted with our customer service representative. Thanks again for your support while we resolved this. 

  Customer Answer

  Date: 11/14/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  ******* *******

• Initial Complaint

  Date:10/26/2023

  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.

  June 18 2023 I purchased seat covers for a 2023 Tacoma. They said it would take 10 weeks to deliver. Its been 5 months I have received nothing and no one at the business will return my calls. They wont answer the phone and I spent 773.89$ for the product I never received

  Business Response

  Date: 11/06/2023

  ****,
  
  We wish we could have served you more quickly on this and apologize for the delays.... I see there were some updated delivery times given that were not met. Our team gives the most accurate updates they can during production but there have been some continued delays in supply of the raw materials and we apologize this took longer than expected. We will honor your request for the refund 100%. Thanks again for your interest in our products and for your patience in this matter.
  
  Kind regards,
  
  ****

• Initial Complaint

  Date:07/21/2023

  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.

  I ordered seat covers on April 14th 2023 wasn't told till after I completed the sale that the lead time was 10 to 12 weeks. I have called multiple times and every time someone does answer. I'm told my order will ship in the next few days and I wait and nothing happens and I get told that they are a few weeks behind and I have to wait. Ita now July 21 and I still haven't received anything. Every time I call I get the same person on the phone. Today he pushed it back another day I asked for a supervisors number and was given a fake number. They've already taken the money of 750 but have not provided anything.. I wasn't told till after I completed my order that they hold off on making my seat covers till they have multiple orders for the same type of truck.. they won't offer a discount or anything for the longer wait times just keep feeding me bs on how they appreciate my support. They confirm my email and my address every time. But I get no updates and no shipping info. Today I complained and ask them to stop taking advantage of people and send me my seat covers.

  Business Response

  Date: 07/26/2023

  We have been in contact with ************************* several times. Each time he reached out we have made a note of his requests and updated him with the best information we had available. We let him know we appreciate his order and that we are processing the orders as quickly as our supply chain allowed. We wish we could have served him more quickly on his order. It's not his fault that his order got delayed. He is justified in being frustrated by the wait time. 
  
  Since we had some delays in our supply chain he was offered a refund if the timeline was not going to work out for him anymore. However, he chose to keep the order and was ok to wait. Some alternatives materials were offered to allow him to get the order sooner as well. But he wanted to hold out for the original order. 
  
  ************** decided to become completely disrespectful about this. He likewise spoke to our customer service team in an unnaceptable manner. We offered him the only options available, wait for the materials to arrive or if the timeline no longer suits you then we'll provide a refund.  
  
  However, he still chose that he would like to receive the product. It should arrive to him in the next few days. The order is fulfilled, as was communicated along the way. We hope that ************** will enjoy the quality of the product. 
  
  

• Initial Complaint

  Date:05/12/2023

  Type:Customer Service 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.

  Purchase Order number V44484 Purchased seat covers from this company for our new **** RAM Truck - purchased them in January 2023 Was told they would be delivered in 6 weeks Paid $794 for the seat covers VERY hard to get anyone to respond (live body) via telephone (must always leave a message) or return our call. Did reach someone at beginning of April and was told they would be shipped out on April 17th. It is now May 12th and we have not received our seat covers or any update as to why. If you give someone a date and cannot perform you must reach out to let them know this and give them an update as to when the product WILL be delivered.

  Business Response

  Date: 05/16/2023

  We have had multiple interactions in our history with **** trying to keep him updated on his order. There were some supply chain issues that affected his order and we apologized to him for the unexpected long lead time and thanked him for his patience. However, he has let ** know that he would still like to receive the order and is willing to wait for them to be completed. His order is processing now and expected to ship in the next production cycle of RAM trucks, which is happening in the next 7 business days.

• Initial Complaint

  Date:04/13/2023

  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 purchased seat covers around November of 2022 and still have not received the product. I have called no less than 4 times. I was told they use equipment for a certain brand of truck then change to another one. I did not know this when I purchased the product. I have received no time line or follow up. I have emailed vertex stating that I would give them until April and try back. If no resolution I would be filing a complaint with your office. I called today during business hours on mountain standard time. No answer. So I am filing this complaint for a request for resolution. Thank you ***********************

  Business Response

  Date: 04/14/2023

  We called **** as soon as we got this notice to update him on the delivery of his package. *********-make each order specifically for the customer who orders it and so there is normally a lead time for the orders. Unfortunately, we had some supply chain disruptions that caused the lead time on this order to be extended beyond the initial expectations. We were able to make contact over the phone and confirm with him that all is well with his order - - just took longer than expected to deliver. His order is guaranteed to deliver, guaranteed quality, guaranteed fit and functionality and we stand behind it for as long as he's driving the truck. Looks like all is well now after our conversation.