Reviews
34 Customer Reviews
Review from Marcus D
1 star12/04/2024
I purchased headlights for my 2015 ****** Tundra from ProTuningLab. Approximately a year after purchasing them, condensation started to build up inside one of them.I contacted ProTuningLab about the problem. We communicated through email several times, where they recommended checking the caps, then even suggested putting silicone on them. I asked if it would be possible to just replace the one headlight since it was obviously defective. They sent me an email back stating that they could not replace just one headlight.I asked if it would be possible to send them both back to get replacements. They then said that due to the warranty being expired, there was nothing more they could do, and again recommended the silicone. I had my previous headlights for over 5 years with no problems. I switched from the projector lights to these.The website says that the products are completely tested and sealed.This was a total misrepresentation of the product, and the customer service was very unhelpful. I will no longer do business with this company and will tell everyone I know to do the same.
ProTuningLab.com Response
12/05/2024
Hello ******
After thorough review your first point of contact was on November 6, 2024. This item was purchased of last year and carries a 90 day manufacturer warranty on our webstore. Unfortunately it's way passed that warranty period and we tried to assist you with other methods to solve the issue you're coming across. There's no picture reference so we couldn't' see if it was a water leak or fogging issue. However we regrettably cannot change a 90 day warranty into a 390 day warranty. If an extended warranty was purchased, or a different brand that carried a longer warranty (and if order date was valid within), we can proceed to do so. In this case, a 90 day warranty means a 90 day warranty. We'd understand if it was a month passed 90 days, or so, but this is just a bit too far-fetched to be expecting a 270 day extension. That's just way out of the picture. If the product had initial issues as the review stated why not just ship the headlights back to exchange within that time period? We also do deposits as well to assist with new sets being shipped first and returning the old set for a refund on that deposit.Review from JJ J
1 star07/09/2024
Cant get ahold of anyone to find out about a return for months. Then through no surprise after a month and some change they answer and cant refund my money because its passed the two week ***** On top of that they said it was missing some packaging and that in turn means the dont have to give my money back. Almost two months laterProTuningLab.com Response
07/10/2024
Hello I cannot find your order # based on your zip code, email, and first/last name on your BBB complaint. There are no order #'s under your information provided so I can't review over this issue directly.However, if you've made an incomplete return, I would have to advise that either a decline in return, or a partial refund is expected. For missing packaging material, we take off restocking fees because we have to custom make boxes or materials to ensure the package does not get damaged after restocking it.If your order's return was declined that means that the item is either blemished due to your packaging, non-restockable, or some sort of other condition that we cannot accept. We don't outright like to decline returns; we have enough warehouse space for storage. So the only reason why your return would be rejected is due to a number of factors that affect the restocking process.Keep in mind, we uphold a quality of service/products for customers. Ask yourself, if you received your product the way you returned it would you deem it as completely brand new? If the answer is no, you must understand the reason for decline for a return. We receive returns every single day. We rarely decline returns unless it's that severe. Again, I can't find your order # based on your name and zip code. However this is our general process for return. If it can't be resold, it can't be returned. We aren't going to sell a blemished item to the next customer; that wouldn't be ethicalReview from Mark I
1 star05/08/2024
Without having read any reviews prior to doing business with them, I purchased a very expensive pair of Headlights at the expense of $1000+ for my Cadillac CTS. After having received the item I had an issue with 1 of the headlights where the high beam wasn't working. Per their return policy I contacted them via phone for a replacement and was informed at that time that further support for the issue would have to be communicated via email. I was extremely annoyed b/c upon the initial sale everyone was very responsive on the sale; but when there was a reported issue I was told email was my only recourse. I communicated via email for several weeks with every response from them coming in the following day. So 2 days total between my emails and their responses. Went on for days with them asking me to do all sorts of troubleshooting way beyond what should have been reasonably acceptable. When I complained on having bought such an expensive part and having been deterred from receiving a replacement, I was told they were resellers and were bound on the returns by the vendor. (SPYDER). 3 weeks went past on a 30 day return policy without further communications from them. Basically dropped all communication and stiffed me with the purchase. These folks shouldn't be allowed to conduct online business. They don't honor their return policies, takes days to respond for requested returns and/or support and eventually drop from the radar. Awful experience ever. I wouldn't recommend them to an enemy.Review from JACOB K
1 star04/26/2024
The company sent me the wrong product and is refusing to let me return it.0/10Review from Greg M
1 star03/12/2024
Bought a pair of headlight units with one unit fogging up after a few months. I contacted ProTuning Lab within the one-year "extended warranty" period for a replacement. PTL has refused to honor both their warranty and their product quality and not provide a replacement unit. So now after spending $500 + installation cost I have a defective headlight that should get only worse as time goes on. I would not recommend or do business with this company and am working to pursue more means to advertise my experience and seek additional help.ProTuningLab.com Response
03/13/2024
Hello This Review ID Order # is incorrect. However the customer mistaken a 1 year warranty as a "2 year" warranty assuming from his verbiage. He seems to think that the 1 year warranty is extended beyond that period for some odd reason. His original order was on February 2023. Unfortunately the warranty period has passed already and no returns or exchanges were submitted in time by the customer. It is very important to warranty your item before the expiring date as we have noted in our confirmation links and details. However the customer had tried to warranty it after the deadline. Unfortunately, 1 year means 1 year. Not 1 year and then some more days. It is up to the customer's responsibility as a consumer to view his warranty year, and know his warranty's deadlines. We are not liable for the customer's mistakes in exceeding deadlines. This liability would fall under the customer's hands. We've exhausted all options but this exceeds the warranty deadlines.Review from Rick M
1 star03/01/2024
This Company ***** Do Not Do Business With Them ,They advertise parts and the parts are cheap parts that are misidenified and will not fit or work on the vehicle they show ,they will not take returns back and unless you pay return shipping and then charge you a 20 percent restocking fee.the company is misleading and your better off buying from Temu . Social media hopefully will put this company out of business.ProTuningLab.com Response
03/04/2024
We have not received any sort of email, or inquiry from this customer. The order was placed on 7/2/23. This is an OEM style flare set for a Ram ***** (1500 models) and ***** 2500/3500 models. We have test fitted and we sell this kit everyday just for background information. We do not have fitment issues (other than a couple millimeter gaps) if the customer purchased it for the correct vehicle per the title or specification on our website. If you would like to have fender flares with perfect fitment they usually range around $400-500 without shipping. You paid $90 for the item.Our return policy is posted and does state for items there may be a restocking fee of up up 20% and return shipping is not covered. So that is true; we did give you the correct information per our website before you placed the order. However returns have to be made within 30 days. It's now 8 months since your order. Perhaps a better decision of deciding to return the order within 30 days instead of 8 months should have been taken into better consideration on your end. We can't justify a 8 month return on an order.Review from Joseph O
1 star12/08/2023
For one, wish I had come here to read reviews but now it all makes sense. Horrible customer service where the customer will be blamed for ************************ own incompetencies and poor understanding of how their products are installed. I was blamed and accused of swapping tail lights based on different QC stickers that they claim are supposed to be the same but clearly in my case were not. Because we all know that people can switch stickers that they made on their own or keep an extra set of light assemblies.Their basis was also that there was a light coat of dust on them and corrosion on the plug that they also use to claim that the light was used. Apparently they dont understand that you have to plug it in before seating it. I needed up having to replace the harness because of that corrosion, not due to ProTuning but when I plugged it in is how I found out the harness needed to be replaced. They continued to lie through their teeth when they claimed they responded to emails or claimed they wouldnt authorize a return if damage occurred during installation. Despite me specifically telling them it happens during installation, they still told me to return it which they subsequently denied. Overall terrible experience because they then returned the other side tail light broken. Just a terrible company to work with. Unfortunately no negative reviews possible but would highly advise people to avoid at all costs. There are much better companies to get better parts from.ProTuningLab.com Response
12/11/2023
Unfortunately the customer sent back two mismatched production QC date tail lights; 1 used and damaged from install (his own words) and one brand new in the box. We informed the customer that this return does not follow our return policy and criteria and had shipped it back to him free of charge even though this wasn't our fault. In another complaint on another platform he even states that he damaged it upon installation. In 2 other reviews, he says that the item was damaged from shipping. So there are major discrephencies in his story. Either way, we have the phone recording stating that he damaged it upon installation.
We were unable to refund him, and he issued a dispute for unauthorized transaction (fraudulent charge claim). This should inform you enough of what he's trying to do. This customer has been red flagged by our system and will be permanently suspended from ordering from us for any future orders due to the fraudulent claims and chargeback dispute.
We are one of the lowest cost distributors that offer non-physical location distribution for tax exempt states and free shipping for the customer's benefits. Feel free to shop elsewhere for 20-30% ******** on these aftermarket items and enjoy paying taxes. Have a great day.
Review from Darrell J
1 star11/28/2023
Horrible return policy that *** in fact cost you more than your purchase, ridiculous.ProTuningLab.com Response
11/29/2023
Reviewing your order it looks like you've ordered a complete clear third brake light that lights up red for the brake function for $31.99.
You contacted us to return the item in which we've accepted but the shipping would cost $6 in total and would be reduced from the refund.
So your total refund would be $25.99 out of $31.99 which we've stated. I'm not entirely sure or can understand how you perceive this was "costing more than the purchase."
Surely you can understand if you simply do not want the item that you would have to at least ship it back since we provided free shipping to you as a benefit since the item you received was exactly described and identical to the website's photos and descriptions.
Unfortunately I'll have to be honest; I have absolutely full confidence that our return policy was not read nor were the emails. You're fishing for a free return on this and holding a review/complaint as an antic to gain a free return label.
Here's a copy of the transcript email below.
*****************************
Nov 15 15:25
To:
ProTuningLab
Hello!
I need to return the light as it is all clear lights and I cannot use for intended purpose.
Please send the rma and details for return.
Thanks
*******
Cheers~!
***********************
Nov 16 17:57
Hello *******,
We hope this email finds you well. Thank you for reaching out to us regarding your desire to initiate a return for your recent purchase with ProTuningLab. We apologize for any inconvenience you may have experienced and are committed to ensuring a seamless return process for you.
We would like to provide you with some important information regarding the return process. It is important that you read the disclosure and conditions in regards to your order's return.
Return Shipping Costs:
We can provide and email you with a prepaid return shipping label. You can simply attach this label to your return package. The cost of the return shipping will be deducted from your refund total. Return Label estimated cost: $6.00*****************************
Nov 17 05:49
ProTuningLab
Yeah, appears my return would cost me more than the item. If those are the costs I'll keep the item and write a review worthy of your policies.
Cheers~!As you can see above, this review and complaint is entirely false and slander.
Review from Riley L
1 star11/27/2023
Protuninglab is hands down the single worst experience I have ever had in my 15+ years of ordering aftermarket automotive parts. They shipped me headlights that were incompatible with my vehicle, and then proceeded to force me to pay the $27 shipping fee to return them. It then took them several days to process the refund for the remainder of the money I spent on their product, which I only recieved 55% of it back. I had to wait several more days until their "office" was opened to taking my calls again, and only to be told that I was docked 20% over a piece of pink plastic foam packaging that I was unable to fit back into the original box when I went to ship the incorrect product back to them. I am absolutely disgusted with their handling of my business and with their company in general, from their inferior product to their irrational policies to their rude and hateful customer service. Please do not use this company, they deserve to go out of business.ProTuningLab.com Response
11/27/2023
Hello *****
We apologize but I believe I had this issue resolved today. We in fact actually received a package missing shipping contents; however we actually relieved the restocking fee on this order completely because it was sent back with care, and in brand new condition. We appreciate your extra efforts in taking care of our items and as a sign of appreciation, we did relieve that restocking fee in this order. So not only are you going to receive your refund, but it is more than the adjusted amount that was disclosed on email.
If our resolution was satisfactory to your complaint, we do ask of you to please re-review us.
We appreciate your feedback. Happy Holidays!Review from Rick P
1 star11/07/2023
I give them a negative *************************************************** had stripped thread on tail light plastic,my s**** is plastic no damage, if I had stripped it it would have damaged the s**** wich is also plastic so i am out $250.00 they said they would send the damaged light back to me gee thx
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