Complaints

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: November 19, 2023 Order number on **********: 113-1819220-2525066 Total amount spent: $140.87 Purchased a wheel and tire for a trailer. This tire was a replacement for a tire that I ran over a nail with. My trailer has 4 tires total, this only replaced 1 of those 4.This new tire is now almost completely bald, but it has less than 500 miles on it. The other 3 tires have been on the trailer since 2021, and all 3 of those have lots of tread left. The seller sold the new tire claiming "2 year warranty". I brought the issue to their attention and they stated tread ware is not a warranty issue. The tire lasted less than 500 miles and has completely even tread ware, this is a defect or an extremely poorly made tire.

  Business response

  10/28/2024

  This should have been replaced at the time of your issue - very sorry about that.  We are getting another one shipped out ASAP.  Please let us know when it arrives.  Sorry for the confusion.

• Initial Complaint

  02/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 02/19/2023 My credit card was charged for ****** for a tire I did not purchase from ecustom hitch, I contacted them, third party who's address was put as delivery address with my name and ******* which was the merchants accomplice in the fraudulent charge on my card, they refused to cancel order, refund my card or make it right in anyway, refused to give me the owners or ceo name. They are not only unethical but on the verge of criminal actions.

  Business response

  02/22/2023

  I'm not sure who the customer spoke to, but our customer service department is instructed to refund any orders that are considered fraud.  I am very sorry for the confusion here, but I have instructed my customer service Manager to contact the customer and refund them ASAP.  We would hope that the complaint to the BBB will be removed, after this is taken care of because clearly something doesn't seem right here and we are trying to figure out what happened.

   

  Thank you

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

  eCustomhitch

   

  Customer response

  03/01/2023

   
  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. ****** has went above and beyond to resolve my issue. I would like to remove my complaint immediately.
  
  Sincerely,
  
  *************************

  Customer response

  03/03/2023

   
  I have filed a complaint against this business then they lied to me and told me I would get my refund that was a fraudulent purchase anyway if I removed my complaint which I did and they have not refunded me nor are they responding to my calls or messages. I want my stolen money and my fee I had to pay my bank for a new card due to the fraudulent charge from this business.

  Business response

  03/03/2023

  This transaction was a fraudulent order on the part of a bogus seller on ****.com and *******.com

  ************************* was informed of this and we have worked this out with her, promising her that she will be refunded in full and we asked that she take her complaint down from this BBB site.  We refunded her in full and have the proof of doing so, yet her bank is not showing the refund yet.  Normally, depending on the bank, it could take 2-3 days for a refund to show up in her account and there is nothing we can do about that.  We explained this to her, yet she continues to harass all of our employees, tying up our busy phone lines all day long, sending them threatening texts and emails that she will be filing complaints with the BBB again, which she just has - when there is ABSOLUTELY nothing else we can do.  We promised her a refund and we did just that - she just needs to be patient in this unfortunate incident that was no fault of ours, and wait for the funds to be credited back from her bank.
  

  Just so she knows as well....we found the fraudulent culprit who did this on the ****.com site, have reported them to the authorities and filed complaints with both **** and ******* for their part in this - which we did not have to do, but we were trying our best to make sure that the customer received her money back and that this doesn't happen to anyone else.

  There is nothing more we can do at this point and we wish that ************************* stop harassing the employees here.  Thank you.
  

  Customer response

  03/03/2023

   
  Complaint: 19442607
  
  I am rejecting this response because: Custom Hitch assured me I would be refunded and have not, they also told me the person whom received the tires was the guilty party, after I proved otherwise they "demanded" I remove my first complaint before they refunded me which I did and they failed to refund me, after one of thier employees was reprimanded twice for being unprofessional and arguing with me the Manager ****** assured me if there was anything else he could do he would. And for them to now say I am harrassing them, and they refunded me, and they reported the fraud on my behalf is all lies, they told me thier trademark was fraudulently used. I recorded all conversations and have text messages from ******'s cell phone he gave me the number to reach him. I want my refund, and $20 fee I had to pay to replace my bank card.
  
  Sincerely,
  
  *************************

*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. ↩