Sick HIDs

We have done everything in our power as a small businessUnfortunately, we are not the courier, and once the package leaves our hands, it is no longer in our control.The tracking number currently indicates that as of this morning, his package has moved from Puerto Rico into Florida and is in route to his address as we speak.Though we apologize for the inconvenience this shipping delay has caused, if any, we have no real reason to issue refund on a built-to-order product that cannot be re-sold.We have offered and performed every reasonable solution to Mr [redacted] concerns and I believe that we have followed through in a timely and professional manner

Mr [redacted] did return some parts of the lighting system for evaluation, but no excessive moisture was found. However, the parts were still cleaned/polished at no charge and were sent back to Mr [redacted] afterward. The package is secure and does in fact have the correct Florida address on it (which I...

have documented). For some reason, the package was mis-routed by [redacted] (to PR). When Mr [redacted] expressed concern about this, I immediately reached out to [redacted] for an accurate status. [redacted] said they were aware of the mis-routing, and the package has already been re-routed to the correct address (Mr [redacted]’s address in FL). The Tracking status on the [redacted] website currently shows the package status as “delayed, and in-route to the destination”. Meanwhile, rather than being patient and waiting for his package to arrive, Mr [redacted] has been calling/writing anyone he can to complain (his credit card company, PayPal, and now Revdex.com). He has also been posting angry rants on public forums in an attempt to slander mine/my business’s name. Our company policy as stated on our website, requires the client to cover any shipping expenses (both ways) in any case, including warranty related issues. Mr [redacted] refused to pay for the return shipping until I reduced the amount by 50% (total of $25). The package is NOT lost. The package has been shipped with Parcel Select [redacted] Service, and is insured for $500 (the maximum insurance coverage available for this particular service), and is currently in route to the correct destination. There is absolutely nothing I can do regarding interception or speeding up the routing process, as the package is currently in the [redacted] system.

I am rejecting this response because:SICK HID states that no excessive moisture was found yet I have an email from Brian Trembly (Owner of SICK HID) that states if the problem occurs "AGAIN" that he will pay for shipping both ways and find a different set of housings to use.  Funny that he would make an offer like that if no issues were found.  It has been 2 weeks since the headlights were shipped back.  There has been no update on the whereabouts of the lights thru USPS.com in some time.  SICK HID decided to ship the headlights via USPS and insured them for $500 then that is his choice.  I used UPS and insured the headlights for $1000 when I returned them to SICK HID. I feel that a refund is in order.

We have done everything in our power as a small business. Unfortunately, we are not the courier, and once the package leaves our hands, it is no longer in our control.The tracking number currently indicates that as of this morning, his package has moved from Puerto Rico into Florida and is in route to his address as we speak.Though we apologize for the inconvenience this shipping delay has caused, if any, we have no real reason to issue refund on a built-to-order product that cannot be re-sold.We have offered and performed every reasonable solution to Mr [redacted] concerns and I believe that we have followed through in a timely and professional manner.

This business is amazing. The communication is amazing, the quality of the headlights are impeccable and the communication is awesome. The owner of this company always wants his customers to be happy and he really shows this through his communication and product.

I've had nothing but problems with my HID retrofits from several other companies before finding Sick HID's.

Although the retrofit took a couple months, email responses were usually within an hour, and never more than a day, and they were always available by phone with an update. I'm truly impressed with his product, his confidence in his products, his knowledge base, and his personal bar for what's acceptable. I won't go to any other company for any of my future lighting needs.

Review: Non-delivery of sold product

I paid [redacted] $1350 on 6/21/13, $65 on 8/14/13, and $40 on 9/26/13 for a custom motorcycle part. He promised a 8-12 week turnaround. It's been over 6 months. Every time I contact him about it, he says it's in his queue. Two weeks ago, before Thanksgiving, he promised he would work on it that weekend and send it to me the next week by expedited shipping. That did not occur. The timeframe for a chargeback by my credit bureau has elapsed and they've advised me to file a complaint through you is now my only option.Desired Settlement: refund of $1455.

Business

Response:

Initial Business Response

Mr [redacted] did in fact place an order with my company for a custom service on 6/21/13. He was notified (in first email response to his inquiry) that our current estimated minimum turn-around at that time, was at least 8-12 weeks ("at least"). This was also stated in the confirmation email of his payment received. Mr [redacted] then contacted me with a request of change-order on 8/14/13.... I invoiced for changes & informed him that the changes may extend turn-around. Mr [redacted] then contacted me with yet another request for change-order on 9/26/13. I invoiced for more changes & informed him again that this change/addition would require dis-assembly of some completed features to accommodate, which would again have an effect on turn-around time. One of the last times Mr [redacted] contacted me (just before Thanksgiving), he requested the current status of his order & I expressed that it would be completed & shipped in a matter of just a couple more weeks. I just emailed Mr [redacted] yesterday (12/11/13) to notify him that his order was complete & ready to ship...... I did not receive a response to this email, but instead received this complaint.

At this time (today - 12/12/13) Mr [redacted]'s order is packed, labeled & shipping immediately (as expressed in previous email to him). Package has posted & this is the tracking #9463009699937162244135 (USPS).

Let it be known that Mr [redacted] was fully aware of company policies (this is a commitment to a custom service & no refunds will be issued at any time) before & after he placed his order and was in full agreement of all terms/conditions of the process as well as policies. I do also have copies of all email contact between Mr [redacted] & I to confirm truth & validity of all statements provided in this response.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Do you think you're the only one with email records? In what universe does 8-12 weeks minimum turn-around time equate to SIX MONTHS WAIT? Why don't you just tell them it's a one day estimate?

Again, [redacted] had sent multiple images of the product in various incomplete stages. I can only assume those were for customers with similar orders when he pretended they were in fact mine.

Also note that [redacted] threatened to send an incomplete order than refund when that was requested in November.

Also note it's been more than one week since [redacted] claimed he's sent the package "expedited".

Gotta love the [redacted] being spewed. That should be the new company motto.

Final Business Response

All statements made & images provided to the customer were factual, correct, up to date & directly related his order. All communication was prompt & immediate, providing status, progress & answers to all of his questions. All photos shared were exactly what the customer ordered & confirmed with every communication. All work performed & product completed was in full accordance/agreement with the customer & was confirmed/approved with satisfaction (via email communication) multiple times during phases of the process. His completed order is exactly what he ordered & was authenticated/approved in all email communications.

His order was in fact shipped in accordance with prior notification (status did not change when contacted by Revdex.com). This customer is obviously fabricating info about status notifications & images. I have all email correspondence between the customer & I throughout the process to support my statements & I can provide if necessary.

The customer was fully aware of company policies (no refund policy, estimated minimum turn-around & warranty coverage/terms) before he placed his order (all was expressed if first email response to his inquiry). These policies are also clearly posted on the website, in all literature provided & on his invoice for his order (before payment was made). By paying invoice he has consciously approved & agreed with all policies, terms & conditions within.

Business

Response:

Mr [redacted] did in fact place an order with my company for a custom service on 6/21/13. He was notified (in first email response to his inquiry) that our current estimated minimum turn-around at that time, was at least 8-12 weeks ("at least"). This was also stated in the confirmation email of his payment received. Mr [redacted] then contacted me with a request of change-order on 8/14/13.... I invoiced for changes & informed him that the changes may extend turn-around. Mr [redacted] then contacted me with yet another request for change-order on 9/26/13. I invoiced for more changes & informed him again that this change/addition would require dis-assembly of some completed features to accommodate, which would again have an effect on turn-around time. One of the last times Mr [redacted] contacted me (just before Thanksgiving), he requested the current status of his order & I expressed that it would be completed & shipped in a matter of just a couple more weeks. I just emailed Mr [redacted] yesterday (12/11/13) to notify him that his order was complete & ready to ship...... I did not receive a response to this email, but instead received this complaint.

At this time (today - 12/12/13) Mr [redacted]'s order is packed, labeled & shipping immediately (as expressed in previous email to him). Package has posted & this is the tracking #[redacted] (USPS).

Let it be known that Mr [redacted] was fully aware of company policies (this is a commitment to a custom service & no refunds will be issued at any time) before & after he placed his order and was in full agreement of all terms/conditions of the process as well as policies. I do also have copies of all email contact between Mr [redacted] & I to confirm truth & validity of all statements provided in this response.

Consumer

Response:

Two week after the order was placed, [redacted] stated he had the hardware and was near completion. On Aug 12, I INQUIRED about my order status. [redacted] forwarded stock images of what I assume is from another customer because the parts did not match my order. I had specifically asked him to match the order from a previous customer. When I inquired about this again, [redacted] stated it was indeed different and I would have to pay extra. This happened again in Sept when I inquired about order status and realized the preview pictures did not match what I expected.

Also note that the shipping status changed finally changed when I was forced to contact the Revdex.com. Curious.

Business

Response:

All statements made & images provided to the customer were factual, correct, up to date & directly related his order. All communication was prompt & immediate, providing status, progress & answers to all of his questions. All photos shared were exactly what the customer ordered & confirmed with every communication. All work performed & product completed was in full accordance/agreement with the customer & was confirmed/approved with satisfaction (via email communication) multiple times during phases of the process. His completed order is exactly what he ordered & was authenticated/approved in all email communications.

His order was in fact shipped in accordance with prior notification (status did not change when contacted by Revdex.com). This customer is obviously fabricating info about status notifications & images. I have all email correspondence between the customer & I throughout the process to support my statements & I can provide if necessary.

The customer was fully aware of company policies (no refund policy, estimated minimum turn-around & warranty coverage/terms) before he placed his order (all was expressed if first email response to his inquiry). These policies are also clearly posted on the website, in all literature provided & on his invoice for his order (before payment was made). By paying invoice he has consciously approved & agreed with all policies, terms & conditions within.

Consumer

Response:

Do you think you're the only one with email records? In what universe does 8-12 weeks minimum turn-around time equate to SIX MONTHS WAIT? Why don't you just tell them it's a one day estimate?

Again, [redacted] had sent multiple images of the product in various incomplete stages. I can only assume those were for customers with similar orders when he pretended they were in fact mine.

Also note that [redacted] threatened to send an incomplete order than refund when that was requested in November.

Also note it's been more than one week since [redacted] claimed he's sent the package "expedited".

Gotta love the [redacted] being spewed. That should be the new company motto.

Consumer

Response:

The original claim that was submitted in December was for non-delivery of the product I purchased from Sick HIDs. He sent me the product two days after I submitted that claim. During that last month I that I had waited, he refused to refund my purchase and threatened to send me an incomplete product.