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Business Profile

Auto Customizations

The Retrofit Source Inc

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Auto Customizations.

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:09/09/2022

    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.
    I purchased a two pairs of headlights in which i was assured they would fit in the housing of my car. I purchased it on september 4th and tried all day on the 8th to install in which i could not so i put my previous bulbs back in. anyway.. i have been trying to request a refund through the website for a while now and nobody picks up the phone. i keep getting error codes on the browser. i was transferred once and stayed on hold for almost an hour and then the line disconnected. this place is absolutely useless. I can't even imagine what you have to go through for warranty. they used to be so helpful in the past but they DO NOT ANSWER YOU EVER!!!

  • Initial Complaint

    Date:08/23/2022

    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.
    On Tue 8/16/2022 at 8:55 PM I placed an order for "XB LED Side Mirror ************** Applications " This was listed on their website as being applicable for the ****** Legacy 2018. However when I went to look at my car to confirm fitment, I realized that this would not fit at all. So I tried canceling the order right away, the email confirmation sated to create an account to cancel the order. However the website did not have that as an option. So later at 10:05 PM I replied requesting a cancelation. On Aug 17, 2022, 11:23 EDT *************************** respond that the item had already been shipped and picked up. That I would have to wait for the item to arrive then send it back. The last I heard from ******* was later that day at 14:27 EDT. He noted that he had created an RMA (RA141441) and he would send a label later. On Aug 19th the package arrived however I have not heard from ******* or the business. I have called multiple times during business hours with no response. I would like a shipping label sent out so I can return this item. Since it was their mistake on the website, they should be obliged to pay for return shipping. I do not want to file a return protection claim with AMEX without exhausting my options. ***Attached is the email transcript between me and *******, screenshot of the item description on their website as of Aug 23 4:37PM, and a picture of a 2018 ****** Legacy side mirror showing the slimmer turn signal on these models.

    Business Response

    Date: 09/07/2022

    Hello, 

    I was able to take a look at your account and on 9/1/2022 at 11:50 AM we closed this RA and refunded the purchase. 
    This refund should have been applied to your account within 2-3 business days.
    If you still have not received this, please let me know, so I can figure that out for you.

    Thank you!

    Customer Answer

    Date: 09/08/2022

     
    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,

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

The Retrofit Source Inc is NOT a BBB Accredited Business.

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