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Business Profile

Auto Customizations

The Retrofit Source Inc

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 2 complaints 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:05/09/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    November 2021 I ordered and received replacement headlights from The Retrofit Source. April 8th 2024 I contacted this company because my lights are starting to haze over. I was told to submit an online warranty claim, which I did. On April 10th, I received an email that my replacement light order was processed and I would receive tracking information shortly, also a return label would be included.Late in the day on April 12th I received an email that my file would be closed on Monday the 15tg if I didnt follow up regarding my order. I replied to the email that I was waiting for tracking information, and still expecting the order. I received no response.On April 17th I called the company to inquire, the person I spoke to pulled up the email history, could see the warranty request, then said there was no information. They said they would have ****** call me. Never got a call.I called back on the 19th, talked to another person, they said they would talk to ****** and have him call me. Nothing.I then called back on the 23rd, was told someone would call me. Nothing.Due to other commitments, I was not able to call back until the 29th. Again, I was told someone would contact me. Nothing.On May 7th, I called and spoke with ****, he pulled up my account, could see the warranty request, I explained everything to him, he said he would personally talk to ****** and have him call me that day. No call.No call on the 8th.I called back on the 9th, spoke to someone, no name given. When he pulled up my account, he said there was no warranty request on file. When I got mad, he hung up on **** then called back, talked to a different person, and demanded a callback from Management.

    Business Response

    Date: 05/10/2024

    Management made contact with the customer on 5/9 and set up the warranty replacement order. 

    Customer Answer

    Date: 05/12/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************

  • Initial Complaint

    Date:12/31/2023

    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.
    MM******** I purchased 2 Xb taillights which when installed had a very poor fitment housing sunk into the body contacted ******** via email and spoke to tech support via phone was told I'd receive a response back. I also purchased a third brake light and after a wash today both tail lights and third brake light all have condensation in them after all the money I spent with them this is absolutely poor customer service on top of the very expensive lights that now have condensation in them which will lead to failures.

    Business Response

    Date: 01/02/2024

    Hey *****,

    Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused by the fitment issues and condensation in the ** taillights and third brake light you purchased. Please accept our apologies for any delay in response due to recent holiday closures and the surge in customer demand during the Black Friday and Christmas sales. Rest assured, our team is committed to rectifying this situation promptly.

    We have assigned our ** Tech specialist, *********, to personally address your concerns. ********* will be reaching out to you directly to provide immediate assistance and ensure that the issues with the lights are resolved to your satisfaction.

    We genuinely appreciate your understanding and patience in this matter. Your satisfaction is our priority, and we are dedicated to making this right for you. Thank you for your continued support and trust in our products.

    Customer Answer

    Date: 01/02/2024

     
    Complaint: 21080444

    I am rejecting this response because: until this issue is resolved I can not accept any response.

    Sincerely,

    ***********************

    Customer Answer

    Date: 01/08/2024

    This company has not resolved my case instead is trying to ask me to purchase another set of lights. I do not accept their response.

    Business Response

    Date: 01/09/2024

    Our customer service agent, *********, has reached out to process a return and refunded as requested per the BBB request. 

    Customer Answer

    Date: 01/09/2024

     
    Complaint: 21080444

    I am rejecting this response because: this is not what was stated he stated I must pay for new lights then return the brand new defective or have my truck sit with no lights while they process a return. I was satisfied with new lights but they would not send new ones unless I pay for them and wait on a return or sit with no lights on my only vehicle!

    Sincerely,

    ***********************

  • Initial Complaint

    Date:04/04/2023

    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.
    I ordered a set of XB headlights for my 2014 Silverado in November of 2022. I paid over $1500 for the set and the driver side headlight has stopped working completely. I have sent multiple emails, been on hold for over 3 hours without getting anyone on the phone. They sell this product with a 5 year warranty. It appears they have no intentions of honoring this warranty and will give you the run around until you get frustrated and give up.

    Business Response

    Date: 04/12/2023

    ********* worked with him, got him setup, and sent a prepaid label even.
    TRS-941996 april 6th warranty order entered, shipped out april 7th, one piece delivered 4/10 and the trim for the headlights delivered 4/11

  • Initial Complaint

    Date:02/15/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 1/27/23 I placed order TRS-****** for $415.83. By 2/7 I had not heard any update which was odd. I contacted TRS and spoke with a rep who found out the item was back ordered. I asked to cancel the order. He agreed and when I asked about confirmation he said I would get an email. I havent received anything as of 2/15 and order shows still pending fulfillment and payment hasnt been refunded.

    Business Response

    Date: 02/17/2023

    I do not have any notes of previous communication from the customer, but I did this order refunded and cancalled as of this morning. 

    Customer Answer

    Date: 02/17/2023

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ***********************

  • 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.

  • Initial Complaint

    Date:11/03/2022

    Type:Service or Repair 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.
    These guys and morimoto are professional con artists. Nobody answers the phone or emails, there products are not compatible when they should be

The Retrofit Source Inc is NOT a BBB Accredited Business.

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