Pro.Fit International, Inc

It is not our policy to pay for customers change of heart, and want to return or cancel an order after they have taken the time and effort to do so. We will accommodate this customers request and send a pick up ticket via UPS, however the return charges will be deducted from the refundShould there be any additional charges for packaging, or if the product returned is damaged in any way the refund will reflect this accordingly

Initial Business Response /* (1000, 8, 2015/07/15) */
The part requested is still unavailableWe have notified customers of the tooling issues and pending repairs that has significantly delayed the release of additional partsThis customer is on our list to receive the J Stem as soon as they are
available
Initial Consumer Rebuttal /* (3000, 10, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I understand that there can be manufacturing problems, th lack of communication on their part despite multiple attempts to contact them is discourteous and smacks of poor customer serviceI have had communications with them in the past and have been satisfied with their productsThis is the first time I have had problems with them and I feel like I was being pushed asid with no explanation

I am rejecting this response because:While I appreciate that pro.fit is 'finally' offering to furnish a full refund once they receive my order back, pro.fit
should also furnish me (by email) a pre-paid return shipping label.I made every attempt to cancel this order within an hour of placing the order.I called pro.fit many times immediately after placing the order.......no one ever picked up the phone to answer my call or responded to my many phone messages.In addition to calling them, I also immediately tried to cancel the order by sending them many emails......again with no response from pro.fitThe order was not shipped to me for several days after the order was placed.So......pro.fit needs to send me a pre-paid shipping label, so that I can return this order to them with no additional financial burden to me.As you already know, my email address is: ***

Initial Business Response /* (1000, 5, 2016/02/19) */
We have been in touch with the customer and told him we were checking into a solution. Given this is a custom bracket and custom application it requires us to have the identical vehicle in our shop to test fit and evaluate an appropriate...

solution. Since we do not have this customers vehicle sitting in our garage we must find a match, get access to it, then provide a solution. Unfortunately this does not happen in 24 hours as many customers would like. This is the nature of our business and often times will take longer than customers feel is appropriate. We will notify the customer as soon as we have determined a solution.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Please provide proof that you have sent me this information in an email. You have not returned any of my phone calls nor have you emailed me back with this type of information. I have left numerous messages and numerous emails with no respond from you. I can provide all the emails I have sent to you. Please do the same showing all of us where you told me about needing the same truck in your shop to evaluate the situation. I have never of of this before. I also emailed and called and left messages on how to get a full refund and again no response for you.
Final Consumer Response /* (2000, 11, 2016/02/29) */
(The consumer indicated he/she ACCEPTED the response from the business.)
As much as I don't want only 75% of my money back this has gone on way to long. I have asked several times how to get a full refund. With no answer. Now you are only giving me 75% of my money back and I still don't have a holder that works. Great customer service. That's sarcasm. I will take the loss. Thank for nothing. However thank you Revdex.com for helping me get in contact with this poorly run business.
Final Business Response /* (4000, 9, 2016/02/29) */
It is not our business practice or policy to detail our every step required to test fit mounts in vehicles. We have generated custom mounts for more than 20 years. We follow very strict procedures to assure the solution for what the customer is requesting is done right and will be a solution that is not a one-time fix. This takes time. Clearly this customer wants something immediately and is not interested in waiting for an appropriate solution.
We will refund 75% of his purchase as we have spent several hours in efforts to source a vehicle like his to remedy the issue. Our cost to do this is has been more than his entire purchase.

We will issue this customer a refund once the product ordered is returned to us and we have confirmed it is unused and undamaged.

We have notified the customer that part of his order is no longer available and issued a full credit on April 9.

Initial Business Response /* (1000, 12, 2015/11/25) */
We are now mailing the requested part for a second time. It is unclear why the customer has not received his part. Should we have to send yet a third, it will be sent COD to the customer.
Each part includes a notice of the changes in the...

parts provided. It clearly instructs the customer to request one of these by email.
Initial Consumer Rebuttal /* (3000, 14, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did receive the part this week. However, I am not convinced that it is the second time that they shipped it. My shipping address is a UPS Store mailbox and all of my packages are logged in and held behind the counter until I pick them up. I receive several packages a week and have never had one go missing. I also get an email from the store immediately when a package needs to be picked up.
I sent emails on 10/13/15 and 10/15/15 requesting that the part be shipped to me (screenshots attached). To this day, I still have not gotten an email response or a phone call from Pro-Fit. I have attached screenshots of the emails that I sent, along with a picture of the box that my original order came in. As you can see, the box clearly states (along with their website) that the unit comes with a J-Stem. However, when the customer opens the box, they are greeted with a slip of paper that states that the J-Stem is not needed for most installs, but if you need one, you can contact Pro-Fit, and they will ship one for free. They state in their Revdex.com response that the part can be requested by email. I sent two emails and called their office several times. Emails are not read/answered and the phone goes to voicemail every time a customer calls. This is not helpful if the customer doesn't have the part when doing the install.
So, after almost two months and a Revdex.com complaint, I finally received my J-Stem. I don't even need it anymore. It took so long that I was forced to find another way to complete my install. Pro-Fit has the worst customer service that I have ever experienced.
Website edits are simple. Pro-Fit could simply change their website to state that the J-Stem is not included in the kit, but is available upon request. They are deliberately misleading their customers. After reading other Revdex.com complaints, it is obvious that my experience is not unique. Other customers have had almost identical experiences. I am not happy with Pro-Fit's resolution. However I did receive the part that I requested and I consider my business with Pro-Fit complete.
It is my hope that this case contributes to a bad grade for Pro-Fit International.