Complaints

• Initial Complaint

  12/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 28, 2023, I paid an invoice to Aiden James Customs for $19,888.22. On September 5, 2023, I paid an invoice to Aiden James Customs for $9,906.54. Both invoices were for off-road "overloading" car parts for my 2019 ****** Tacoma. The original agreement was for parts to be installed the first week of December. Throughout October and November, I attempted to reach out to Aiden James customs to check on the status of my parts. I would never receive calls back, until the last week of November, and would get vague emails saying the owner, *****, would "circle back with me the following week". On the invoice I paid on July 28, 2023, were parts from a company called CBI. CBI made fabricated metal parts for my Tacoma. I paid Aiden James the money and told them exactly what I wanted and they were to order the parts with the correct specifications. The company had "lead times" for specific parts due to them having to be built. The longest lead time was my rear bumper which required 14 weeks to be built. If the order was placed when it was supposed to be, all parts should have been ready, no later than the first week of November. On December 8, 2023, I spoke with ****, an employee of CBI and the business representative for Aiden James Customs. Aiden James Customs would reach out to Cyle to order parts for their customer. **** had no record of ******************************************* ever ordering parts that matched the description of what I ordered. I am seeking a refund of the full amount of $29,794.76 from Aiden James Customs. Aiden James Customs placed blame on CBI saying they have not shipped the parts. While on the phone with CBI, it was recommended that I dispute charges made to Aiden James Customs. I no longer desire the products and not desire to work with them in the future. They make the excuse of being a small "mom and pop" shop but did not make that clear in the beginning. If you do not have the ability to complete a job, do not take on the job. Or if you are too busy, hire more people.

• Initial Complaint

  07/23/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a set of fog light drl bezels from Aiden James customs on June 12th. I decided not to install the item and changed my mind about it. I had called and ask if it was still within return policy to get a refund. They said yes to ship it back to them. The item was delivered to them on July 11th. I have NOT received any email to let me know my refund is on the way. I have tried numerous times to call and email them to find out whats going on. Its been about ************************************************************************************** a call back.

  Business response

  07/24/2023

  Hello,

  As per a phone conversation this customer had with my wife (We are a mom and pop run shop) on Friday July 14th and advised the customer that we did receive the return and that for us to provide a full refund, we will need to inspect the items to ensure they were not used and were in new condition as when we sent them to the customer. My wife then explained that upon inspection and if found in good order, we will follow our return and restocking guidelines and provide a full refund minus shipping and restocking fee and explained this can take a little over a week.

  We are an extremely busy shop for the two of us and had scheduled items ahead of this so had not yet had a chance to inspect his return. When the customer tried calling us on Thursday July 20th, we were in the shop working and not in the office where the phones or computers are. Friday July 21st through today the 24th we were out of town. On Friday July 21st we received a chargeback from Amazon Pay in which Amazon deducted the full amount of his order from us.

  As we are back in the shop today and are catching back up, we responded to the customer that we were able to inspect the order but as of now, his dispute and request for refund is handled through Amazon Pay. This customer was merely impatient and did not want to wait for the return guidelines to process as they are stated.

*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. ↩