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Business Profile

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The Retrofit Source Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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 status

Complaint type

  • Initial Complaint

    Date:11/25/2024

    Type:Service or Repair 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 November 13th of 2024 I contacted The Retrofit Source to file a warranty claim on a product that has a lifetime warranty. After repeated attempts to contact the The Retrofit Source, I have been unsuccessful in hearing back from them and obtaining resolution to my warranty claim.

    Business Response

    Date: 11/27/2024

    Thank you for reaching out to us regarding your warranty claim. We understand your concerns and sincerely apologize for any frustration caused.
    All warranty claims for products purchased through ****** must be initiated directly through ******. This ensures that the claim is properly documented and processed in alignment with their purchase records and our warranty policies.
    We have previously shared this information with you, but we are happy to clarify further if needed. Once the claim is initiated through ******, we will promptly assist in processing your warranty request.
    If you need any guidance on how to proceed through ******, please let us know, and well do our best to assist.

  • Initial Complaint

    Date:09/03/2024

    Type:Sales and Advertising 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.
    ONLINE PURCHASE TRS-******** DATE: 6/9/2024 AMOUNT: $236.99 LED2035 9005/H10: Morimoto 2Stroke 4.0 LED Bulb Website claims that these bulbs are covered by a Limited Lifetime Warranty. I have made 3 attempts to get an issue resolved as one of the bulbs failed and the other is failing. I self diagnosed installing them in another vehicle and the same results were obtained. I went on to communicate with The Retrofit Source using their ************************************* email. I sent 3 emails and 1 message on their website contact us link for a call back. I have not received a call or email back since my first email went out on August 26th 2024.

    Business Response

    Date: 09/06/2024

    We appreciate the customer bringing this matter to our attention and apologize for any inconvenience theyve experienced. After reviewing the situation, we have confirmed that **** from our customer service team promptly responded to the customers inquiry on the same day the complaint was filed, providing assistance with the replacement process. Our records show the customer emailed us at 1:42 PM on August 26, 2024, and we responded within 8 minutes at 1:50 PM.


    We would like to assure the customer that we take all warranty claims seriously, and our team is actively working to resolve the issue with their Morimoto 2Stroke 4.0 LED bulbs. If further assistance is needed, we are more than happy to continue supporting the customer to ensure a satisfactory resolution.


    Please let us know if theres anything else we can do to assist in this matter.

  • Initial Complaint

    Date:01/23/2023

    Type:Product 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.
    Order #HR-897895 on 1/9/2023 in the amount of $696.50 for LED lights I have reached out to this company numerous times to figure out why these lights randomly shut off and have gotten no response. Reached out again just to return them since they wouldn't help with the issue and they still will not respond. This company is taking money from people and then just being done with it.

    Business Response

    Date: 01/26/2023

    We are having an internal issue where some of our open cases go blank after sending a reply. The customer should always be able to see the reply, but sometimes we don't see it on our end. We have reported the issue and are working on a fix. We had an agent reach out directly to ******** to resolve this issue. 

  • Initial Complaint

    Date:01/04/2023

    Type:Order 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.
    I had ordered some switchback led shrouds, specficially the X5-R 2.0 SWITCHBACK LED. Order number TRS-****** and a couple other things. I recived everything fine but both of the shrouds were both for the passenger side, and none for the driver side, its not what I ordered. I paid about 80 dollars for the switchback set only to receive a wrong product, and now they will not answer my email i sent 4 days ago, and will also not answer any phone calls i try and make during business hours and ive been stuck on hold several times for aslong as an hour. So now I'm stuck without a headlight and no car all because i thought theyd send the correct piece. All I would like is for them to send the driver side shroud. Order was completed 12/15/22

    Business Response

    Date: 01/12/2023

    Hello *****,

    We are experiecing extreme call and email volumes after the holiday season. Please reach out to us directly at *********************** so we can get you in contact with our agents. We can easily get a new set of shrouds sent out for you.

    Thank you.

  • Initial Complaint

    Date:11/03/2022

    Type:Product Issues
    Status:
    Unanswered
    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.
    They don't answer the phones or emails. I emailed to cancel an order and no one ever replied. Now I'm trying to return and no email replies or answer the phone. I've tried for several days calling.

The Retrofit Source Inc is NOT a BBB Accredited Business.

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