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Business Profile

Online Retailer

Coast to Coast Connection Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:05/10/2024

    Type:Delivery Issues
    Status:
    Answered
    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.
    On about 4-24-24, I put down deposits on 2 motorcycles at coast to coast connection ltd's alibaba store. I have not received my items as of 5-9-24 and the shop owner won't give me a refund. Some of the address info is missing on the page.

    Business Response

    Date: 08/26/2024

    My Alibaba account was hacked sometime in April, and I wasnt made aware of the breach until ************** called me on 05/03/2024. Upon receiving his call, I immediately took action to investigate the situation. I have attached a PDF titled "Email to ************ Call," which shows the email I sent to Alibaba immediately after ************** contacted me on 05/03/2024.

    Our business, Coast to Coast Connection DBA Roll the Life, has been operating for over 10 years, and we have never, and would never, scam anyone. We specialize in manufacturing rolling tips and have no dealings in motorcycles. Our Alibaba mini-site, website, and all other online presences clearly show that we sell rolling tips, not motorcycles.

    I have also included a screenshot of the Alibaba messaging portal. On the left, you will see that I messaged every single person the hacker was communicating with as soon as I regained access to my account on 05/07/2024. I informed them that my account had been hacked, including **************. In the conversation with **************, he acknowledges to the hacker that he had spoken with me on the phone.

    In the same messaging thread, ************** shared a screenshot of a payment he sent to someone named *****************, which further suggests that this transaction was carried out by the hacker. Since this payment appears to have been made through ******* I would strongly recommend that ************** contact ****** directly to report the fraudulent transaction and seek a resolution.

    The hacker used our business name, "Coast to Coast Connection," on the invoices sent to **************. We are victims of this hack, just as much as **************. I requested ******* to reach out to **************, as shown in the attached screenshots, but it appears they did not follow through since the payment was made outside of Alibaba's platform.

    To further clarify, Alibaba should never have allowed a Harley ******** motorcycle listing under our account as it goes against their policies. I strongly encourage ************** to reach out to Alibaba or submit a formal complaint with them regarding this matter.

    There are multiple overseas Alibaba representatives who manage my account and had access to my extremely complex password (generated by Apple). I believe someone managing my account may have leaked my information. It is important to note that none of our other platforms, emails, or websites were compromised during this time. I now monitor my Alibaba account regularly to ensure it is secure. If needed, I will submit additional information from Alibaba regarding the hack. I reached out to them immediately after receiving this complaint on 08/12/2024, but they have not sent the documents yet, and I needed to respond to this complaint by today, 08/26/2024.

    We sincerely apologize for the distress this has caused **************, but I want to be clear that we are not responsible for this scam. Our business record, as demonstrated by the lack of complaints and our long-standing reputation, speaks to our commitment to honesty and integrity.

    We understand the frustration and difficulty this situation has caused **************, and we deeply regret that he was scammed. We are equally victims in this situation. If there are any additional questions or further clarification needed, we are fully committed to cooperating and resolving this issue.

Coast to Coast Connection Ltd is NOT a BBB Accredited Business.

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