Custom Wheel Outlet, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.complaint #[redacted] have received the full amount of $543.96 back. would you please close the case.

We have no communication from customer or Wal-Mart prior about any issues with the order or requesting cancellation on the order. We have a detailed call/email log system and there are no notes of any communication. I'm not sure who the people are at Wal-Mart that were mentioned, as none of them...

work for us or sent us any messages. We have no problem doing a return, but shipping fees will apply, as we shipped exactly what was ordered. We normally charge a 20% restocking fee, as noted on our Wal-Mart return policy on a return without exchange, but we would be willing to waive the restocking fee. We would be willing to send customer our labels at our company cost, which is about 50% off the normal shipping rate FedEx charges. If we go that route, the labels can either be purchased up front, or we can deduct the shipping fees from the return. Otherwise if you would like to return on your own, we can offer a full refund, but as mentioned, our labels would be at our discounted cost. Thanks!

I am rejecting this response because: I am submitting to you personally PROOF of my calls to Custom Wheels Outlet & the original call Cancelling order I placed with Walmart.com whereby the representative Jeff then provided me the telephone number to Custom Wheel Outlet and on the same call he then transferred me to Custom Wheel outlet on January 5, 2018.  Please add these call logs to Revdex.com Public case files for this case.      Attached are the following calls logs from my house number, PROVING I placed call, after call, after call to their business number afforded me by Walmart.com.  The number Walmart.com afforded me to Custom Wheel Outlet is [redacted].  Attached are the Calls Logs showing calls to Walmart.com and also those calls directly to Custom Wheel Outlet, as I stated in the original complaint.    I expect my full refund of $ 743.96 to be issued on 12 January, 2018 (January 12th, 2018) by 9am.    Sincerely,Mrs. Dana [redacted] is my last name exactly as written)

Initial Business Response /* (1000, 5, 2016/01/19) */
This customer purchased wheels on November 11/2014. We had heard of no problem with the wheels until 10/23/2015 when Mr. [redacted] contacted us to say that there was a problem with the wheels balancing. We tried to assist Mr. [redacted] in...

opening a warranty claim with the manufacturer, but the customer did not want to take the wheels off and send them for inspection. Instead, he wanted us to send him a different set of wheels before these were ever inspected. We informed the customer that after such a long period between the purchase and notification of a problem (nearly a full year), we could not replace the product without first inspecting them, and the customer still has not contacted us with a statement from a wheels specialist pinpointing what exactly the problem was. All we have thus far is the customer repeatedly stating that the wheels won't balance. We have repeatedly asked the customer to have the wheels put on a Road Force balancer, which would determine what the exact problem may be. We still have not received any information from this, so we currently cannot offer a replacement with no determination of what the problem may be. If we received that information, we could get a better idea of where the problem lies. In our experience, we have never had a full set of 4 wheels that were all out of round or caused vibrations. Something like this is usually caused by one wheel being bent from impact with a pot hole, curb, etc. We still haven't that information needed to determine what the problem actually is.

The customer’s wheels have been sent back to him.

Customer opened a dispute with us in eBay originally claiming package was not delivered. We pulled up FedEx tracking #[redacted] and showed a confirmed delivery to the following recipient:  [redacted] Lawrence Twp, New Jersey 08648-1417  eBay closed the case in our...

favor, as we supplied documentation that steps were taken to verify delivery. As a courtesy for the customer, we also opened a Trace with FedEx on 7/5 (case #[redacted]). They had their driver retrace his route, fo back to the house, and has confirmed delivery was made to the address supplied. FedEx has also been in contact with the customer. We then went one step further and opened a lost package claim on 7/6 for # [redacted] to show good faith and that we want a resolution. FedEx is still concluding their investigation, however, in my years of experience with them, they have yet to ever overturn once a trace has already been conducted and confirmed delivery. FedEx asks for 10 business days to finalize their investigation, which is not yet up. The best course of action at this point, as mentioned previously, would be to contact the local police department and file a report for theft of a package(s) and check with the home insurance for a claim. If FedEx does have different findings, we would absolutely replace or refund product. Customer will be contacted either way, once FedEx gives us their findings.

I am rejecting this response because:they...

are still telling me I have to purchase 2 more tires to replace the out of round tires so I can send the bad ones to them before they send me 2 more tires instead of sending me 2 tires and let me send bad ones back.I also asked them to talk to owner of the tire shop and send the tires to them and see if they could ship them back and they told me they couldn't do it.all I want is the new tires I paid for I don't have the money to buy 2 more tires if they don't want to give me the tires they should give me money back for the 2 tires.

Customer was sent pre-paid return label as promised after our last response. The wheel was returned, but was still pending inspection when the customer then rejected our offer. It is standard procedure that we inspect all wheel returns before exchange or refund to make sure they are returned in the same condition as received, which can take up to 1 week this time of year due to the high sales volume and returns. We have tried contacting the customer multiple times to inform him that the wheel did pass inspection, but we have not heard back. In an effort to resolve this matter and based off the customer Revdex.com response, we have decided the best course of action would be to issue the customer a full refund. Refund can also be verified via customers Wal-Mart account. Below is from our system: Transactions Date Type Status Amount Details 4/23/2017 Payment Successful $126.99 Walmart 5/24/2017 Refund Successful $126.99 Walmart  If there is anything else we can do to resolve this, we are more than happy to work with the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

We are an online company an email is always the fastest way to communicate with issues, and is the preferred method for most of the sites we sell on, including Wal-Mart.com That said, this is our busiest time of year, so I am sorry if customer service lines were all busy when the call(s) were made....

I checked our message records and do not show any prior email history from our Wal-Mart site where the products were purchased, or via our main inbox. As far as the return, we have no record from the customer showing anything different was sent, or what was sent, but do wish to resolve this and have attached a pre-paid FedEx return label to return the product. Thanks!

I am rejecting this response because:            I made an offer to CWO to settle this matter and move down the road.I have since learned that the amount I offered to settle for will not pay in full for the wheel spacers but never the less I did make the proposal and I will stick by it if we can modify CWO's offer sent to your office.Everything is good other than the stipulation that I send them a copy of my receipt for the purchased spacers.I do not want to order these spacers until I have the complete set of wheels in my possession.Obviously this matter has taken a while to settle and I do not want to delay it any longer than I have to.Since these are more than likely going to have to be custom wheel spacers I will be incurring more of a delay.If CWO cares to look at the website of the 2 companies I am considering using they will see that I have more to spend than being offered,and there is the obvious fact that I have to have them to make the wheels fit correctly(Incase their view is I am trying to gain monies by using some sort of fraudulent claim).They have in emails sent my mearsuring the rear and front wheels of the Mercedes and Motegi side by side.If they will just do one of two things we can move this down the road,send me either a check or refund directly to the credit card $150.00.I also want the rear wheel sent asap and to be kept up to speed on where that matter stands.Also of course picking up the unordered extra front wheel.                          Thank you,                                      ...⇄ [redacted]http://eibach.com/us/c-56-car-truck-suv.htmlhttps://europeanautosource...⇄

Initial Business Response /* (1000, 8, 2015/07/20) */
The gal that was working on this is no longer here but we are still working to take care of this and unfortunately we are still waiting for a response from the manufacturer. We will contact the customer with a update.
Initial...

Consumer Rebuttal /* (3000, 10, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still unresilved, got a call from Sarah that she will get back to me in a week or two. Will,wait and see what happens but it's been 4 months without resolution. I missed opportunity to file complaint with ebay waiting for response.
Final Business Response /* (4000, 12, 2015/07/22) */
We would like to give refund once this claim is closed.

The manufacturer rejected all 4 wheels and sent them back to us. We have re-opened a case with the manufacturer and are waiting for a review/appeal decision. If rejected again, we would certainly be willing to waive shipping fees to return the wheels back to you. We'll be in touch as soon as we hear...

back. Thanks!

I purchased a set of wheels from Custom Wheel Outlet on ebay 3/29/16. Before I made the purchase I emailed them to verify how many rims they had in stock. They replied that they had 11 in inventory which I have the email to prove. After they told they had 11 I purchased 4 and paid as soon as I did the Buy it now. These were supposed to be shipped out 1 business day after the purchase. I checked my ebay account and didn't see any updates on the shipping. I received a call about 3 days after the purchase and they said they only had 3 and would have to order the 4th. He stated that it would probably take 60 days to get the fourth wheel. He said I can order another set if I wanted to change my mind. I told him I was fine waiting for the fourth wheel its not a big deal. I told him on 4/4/16 to send my 3 wheels and I can wait for the fourth. Eric stated that the wheels might be discontinued and they might not be able to get the fourth. On 4/5/16 I emailed them for the tracking number for the shipment. Eric replies back with a tracking number and when I check the tracking it says its going to PA. I live in Michigan so I email him back and he said he made a mistake about the tracking number. He said sorry and that he will get my tracking number for me. The wheels were supposed to be here by now and they still haven't been shipped. Eric calls me today and he leaves me a message to call him back. I call him back and ask him why my rims weren't shipped, He said they messed up and now there is only 2 available. I reached out to one of my friends who works for a local tire shop and had them call and see if KMC was discontinuing the wheels. They told him that weren't discontinuing the rims and they were still available. I told Eric that I reached out and found out the rims weren't being discontinued. He said that the only ones available were in Australia and they don't have access to them. I just want them to send me my wheels that I paid for. I have never had a problem like this for a purchase that I did.

Initial Business Response /* (1000, 8, 2015/07/20) */
The gal that was working on this is no longer here but we are still working to take care of this and unfortunately we are still waiting for a response from the manufacturer. We will contact the customer with a update.
Initial Consumer...

Rebuttal /* (3000, 10, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Still unresilved, got a call from Sarah that she will get back to me in a week or two. Will,wait and see what happens but it's been 4 months without resolution. I missed opportunity to file complaint with ebay waiting for response.
Final Business Response /* (4000, 12, 2015/07/22) */
We would like to give refund once this claim is closed.

I am rejecting this response because:First of first of course your gonna act super helpful now that I've re filed a complaint the only time a recived a call back from custom wheel outlet was when I filed a complaint! I was gaurenteed satisfaction if I dropped my last complaint and as soon as I did I got no help and couldn't get a returned call to save my life. Custom wheel outlet is well aware that my mothers car has been on a jackstand for over a month now I was assured as soon as that wheel was returned the right one would be shipped out I sent the old wheel back two weeks ago and the only reason I even got a response now was because I filed another complant! Of course you have high call volumes and a high amount of returns because your horrible at customer service and you prob sold everyone else's the wrong st as well! Very Very poor customer service I highly advise against anyone ordering from this company ever again I wouldn't be satisfied if they sent me 2 free wheels what they have done to me over the past month is unacceptable!

[redacted], I've reviewed your case and would be willing to make an exception to replace the two tires. Would you be satisfied with that and be willing to close and resolve this case? Sara will be in contact today to coordinate the exchange with you.

Revdex.comyou guys are awsome they called me 15 min after I filed complaint and made everything right thatnk you so much!!! Please close file!!

Poor customer service terrible company would not recommend. Do your self a favor don't get cheated like we did