Item received was missing lots of pieces and not as described company is being shady about refund policy and changed their website.
On February 12th 2016 I placed order #XXXXX for a 2013-2013 Dart 2.4L Road Race Turbo system (M/T). I paid $4399.00 for the item and $112.58 in chipping for a total of $4511.58. When I order the product details on http://roadracemotorsports.com/store/index.php?main_page=product_info&cPath=141_197_198&products_id=2418 stated the following would be included
The all new 2013+ Dodge Dart manual transmission turbo system development is complete.On the Dodge Dart 2.4L it produces 290HP and 285 lbs ft of torque. The system includes all the necessary parts to turbo your Dart, pre programed fuel management, 16g turbo charger, front mount intercooler, and all the piping. The piping comes powder coated wrinkle black and the manifold is ceramic coated to prevent rust or corrosion. This is a complete kit just install and go. This turbo system was developed to produce the maximum HP that can be safely achieved on the Dart to ensure proper diving characteristics and reliability. On March 7th I received on my order and several items were missing. I called and email the company and no one offered to help me. I also found out that this item was not as they describe it to me. I was told this was a simple plug and play system and come to find out it is not. I requested a refund from the company and was told today 03/10/2016 that the item I ordered was considered a CUSTOMER ORDER and that refunds were not accepted. This company's website on 03/09/2016 did not reflect this item as a custom item but ALL OF SUDDEN TODAY AFTER SPEAKING WITH ME ON 03/10/16 THEIR WEBSITE reflects it as a custom order. I have proof that as of 03/09/2016 the website did not reflect this item as nonreturnable. When I purchased it on 02/12/2016 and up until 03/09/2016 this item was not listed as a custom item. Therefore my return should be accepted.
I wanted $4399.00 refunded for this product. I will take responsibility for the shipping from and to them for the product but I am not paying for a product with was not as described and not complete.
Contact Name and Title: R *******, President
Contact Phone: XXX-XXX-XXXX.
Contact Email: ***@roadracemotorsports.com
Unfortunately this customer is frustrated because he is not able to install this product. It does require a professional to install it and I explained that to him. He said he was a professional mechanic. I again urged him to seek out a professional to install it as he has disability that does not let him think so good, (PTSB.) This is what he told me. It is a simple kit but too complex a kit for him. He does not want to admit that his mechanic skills are not enough or the right kind to work on a car. Maybe he worked on other items in the military. Regardless he is not able to overcome these hurdles. This is an entirely bolt on kit for a car, he was unable to comprehend instructions (approx. 30 pages). He was talked to on March 7th and 9th for at least 3 calls with 2 different reps from our company. He said he was missing a couple bolts and nuts. These nuts were accounted for on our master checklist sheet as included but the customer lost them. Regardless, we give the benefit of the doubt to the customer. HE was instructed to make a list and email it to me ***. He never did so. WE were going to resend these items that are cents, literally and could be picked up locally at auto parts store. Talk to him long enough and he trips up. His wife is mad at him is the WHOLE STORY. He spent way too much money on himself and now he will need to spend more!! She is already mad at his initial purchase.
Our policies are clear but we decided to write the policy in a few more places. The policy DID NOT CHANGE and I HAVE PROOF OF THAT. I decided to write the policy in more places because in one of the talks I had with this customer, he said he had PTSB syndrome from being a mechanic in the military.Because of this, his words, he cannot concentrate on **** for very long without getting frustrated. In other words, another excuse why he cannot install the system. So this disability makes him not capable of installing the kit and we should give him his money back. So policy is in a few more places on our website as it is possible that someone will just say they did not see it, even though it is clearly on our site.
This was not a response to this sale. In fact this kit was built side by side with another one. That customer received his product (2nd kit) and is raving about it. Only thing was he had was a tech question that needed to be answered and it was answered.
I asked this complaining customer why he was overreacting to a total of 5 nuts/bolts missing,(which we accounted for) at the time of shipping. He finally told me the truth. I feel sorry for the guy but his wife was angry at him for buying something for himself that was so expensive. This is the only reason that he has.HE and his WIFE GOT IN A FIGHT ABOUT IT AND HE SAID HE WAS AFRAID OF HER. And it is she who is making up false allegations and posting them to various places. She is behind this and he is not stopping her.
I will be contacting our retained legal council regarding their libel and slander of our product and company practices. They are posting and publishing lies about poor customer service, poor product etc... We have 10s of thousands of dollars invested in development of this product, and potential 100s of thousands in sales at stake. A lawyer will love a case like this. These are serious slander and libel actions on their part. The only thing that may have confused them was seeing some changes to the website including more locations or links where one can find the policy of RRM. I see where he thought that website change was just for him. He is the one that made us realize that some people are going to lie and say they did not see it because it needs to jump off the computer screen for them to read it.
So he has looked for shady excuses to return a SPECIAL ORDER item that took 6 weeks to build just for him. It is made to order.Last we spoke he was fine and was going to send photos to me so that I could look for anything missing before he tried to install the system. He agreed and last we spoke he was keeping the kit. Then the next day, we see postings harassing us and making up things. I wasted my time even writing this much in response and spending a good hour on the phone with this individual, but it is important that we try to help the customer as we did. It all seemed fine at the time of the last communication. I never heard from him. Again the wife is the driving force behind this. She must be difficult to deal with.
IF these things are not retracted and the Credit Card Chargeback removed, you force us to seek a legal remedy in the court system in *******. Our retained legal team has practice (office in AZ.) there so this lawsuit will go quickly for us and we will seek total satisfaction on this matter. ****** ***
(The consumer indicated he/she DID NOT accept the response from the business.)
I find this response to be extremely comical!!! Please go ahead and seek legal action so that I may do so as well! After all it will in the end be your company that has to come out of pocket for the legal costs! My wife has nothing to do with these allegations against your company except for the simple fact that she as well as me are completely upset that we paid $4,499 for something that came with missing parts and NOT AS DESCRIBED!
Before I even ordered this part I was advised by Keith (I believe) that this turbo was a simply PLUG AND PLAY and come to find out I actually have to cut into the engine management computer it order to connect this part so therefore it is not a simple plug and play. I graduated as a certified mechanic here in AZ back in June of 2015 so I am pretty sure that I have the credentials to prove myself as a worthy mechanic to complete this task. NEVER was this item listed as a CUSTOM PART on their website until of course I asked for a refund. I saw their policy that there are no refunds on custom items (custom items are described as special product requests from customers) This item was listed for purchase to anyone who wants it (like any other car part that works with this specific model of car) NOT A CUSTOM ITEM AND NOT AS NON-REFUNDABLE!!! I find it funny that his gentleman is an owner to this company responds to a compliant in regards to his products trying to attack my character! Also I ordered this item on 02/10/16 and received it on March 7th, 2016 (it was mailed on March 3rd) for a total of 3 weeks and a couple of days for something that supposedly takes (took) 6 weeks (ALL LIES) I also noted that this same situation has happened to this company with a previous customer (where they changed their website information to reflect differently after a refund was requested) Also it does not matter what was missing what matters is that I contacted the company several times via email and phone after I received this product about the missing pieces and I was either ignored or told that I was basically a liar (funny since according to them these were simple little pieces that they were supposedly willing to replace). Also the kit is listed as a complete kit with ALL REQUIRED PARTS AND PROGRAMMING so if I'm paying $4,499 for it I expect to get everything that is needed to install it.
I did contact them on 03/10 to request a refund and was told that the owner would have to call me back. He called me back a couple hours later and told me (after a heated conversation about this being a custom item and nonrefundable) to send him pictures of all the items included. After, that call I rechecked their website and noticed that is when they decided to change their webpage to reflect that this item was a custom order and nonrefundable (but I have the proof from the previous day that is was not listed as a custom nonrefundable item) so I decided to just go ahead a dispute the charge through my bank and Visa.
I also find it funny that this gentleman took things out of our conversation in regards to my prior military experience and reason for retirement and decided to make up his own little wild assumptions. Yes, I did indicate to him that I was a veteran of the US Army but at no point in time did I tell him that my PTSD (not sure what ptsb is) effects my ability to be a mechanic. Grow up man!
Well, I guess we will have to see how this plays out in court then and wait to have our bank refund our money.