Complaints

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The top does not sit flush as advertised in the pictures, it sits lower. The front seal does not work there is a gap. (circled in yellow) The two latches on the front are not secure and shake and rattle. The pictures of the top make it look like its a flat viewing space but in reality the top has ridges so the view is distorted. These ridges are also not the same heigh as the factory ridges. The corners where there is foam do not line up. This is not what the pictures or description of the product showed. When I reached out they offered a minimal reduction in price or they would send me out another one. Stating there is no manufacturing problem. Even though it does not fit as advertised. I said I just wanted a refund and they told me they would charge me a 120 dollar restocking fee. If the product delivered was the product advertised I would want to keep it. This is how it was described OEM Direct Replacement Part: Pre-assembled, direct-fit, and is installed within minutes. Premium Polycarbonate Makrolon Tuffak I35 Dark Gray Tint: For a vibrant, high-clarity, iconic sky view, while also providing complete UV protection.High Precision Manufacturing: For the best OEM look and precision fitment, that minimizes road, wind noise, and water intrusion.This does not have an OEM fit, there is wind noise, rattling, it doesnt look like it was made for the vehicle and there is zero precision.

• Initial Complaint

  08/29/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In late July I ordered a light up **** emblem for my 2016 F350. When I ordered it from Putcos online store it said it would fit my truck. When I received it and tried to put it on it was very evident that it would not fit my truck at all. So after I researched it I found out that there website was wrong and that they didn't even make one that will fit my truck. So when I called them about it they said that I would have to pay for shipping it back to them since they paid for shipping it to me. I argued that I shouldn't have to pay for shipping it back since it is there fault that there website was wrong and allowed me to think it would fit my truck. After several emails and a picture to prove that it wouldn't fit the gave me a return authorization number so I could return it. After paying to ship it back a couple of weeks went by and I hadn't heard anything about my refund so I called them about it. Then a couple of days later I received an email saying that they were refunding me only $204.79.I think that they are trying to justify sending me only a partial refund because of shipping and handling costs which is a total rip off since it was there fault and not mine that there website was wrong. I think they should pay me a full refund along with the extra shipping costs ($17.30) that I occurred and then fix there website so someone else doesn't have to go through the same thing I did.

  Business response

  08/29/2023

  The customer's refund has been processed in full, including the waiver of the 20% restocking fee. This decision was promptly approved on the same day the customer notified us of the return, citing a fitment issue as the reason. It's important to note that our website explicitly states that the 2016 Super Duty model requires drilling for emblem installation, a detail that might not have been clear to the customer. Despite this, we're more than willing to extend our assistance and troubleshooting services to the customer if they still wish to proceed with the product. Our team is dedicated to providing any necessary support to ensure a successful experience. 

  IF you still have any concerns please our supervisor directly and he will be more than happy to assist you. at ************

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Putco Platinum Black Pillar Posts Trim Kits from the Putco website. They cost ~$170 for 4 pieces that are supposed to cover the door pillar on my truck. I ordered the specific ones for my truck. When they came in and I went to install them, I noticed that the product was 1/4 too narrow to cover my pillars. The product description says that they will follow the body lines perfectly as they are laser cut to OEM specs. So the product description is misleading, if in fact they sent me the correct pillars. I called the customer support, was told I would get an email to return. Email didnt come. Next day I call again, and again they say they will email about the return. They did email me, but there was no return directions. Next day I call again and get things sort of straitened out. I sent back the product and 2 weeks later I send an email again asking when I would get a refund. Within an hour or 2 I received an email saying my return was processed, but they wont refund my $15 cost to return the item that doesnt fit due to no error on my part. I want them to refund me my shipping cost. Also, I tried to leave a review on the product so no one else would have to deal with the same nonsense that I just had to put up with. Turns out, when I try to leave a review, the site kicks me out to an error page. I told their support team about this problem, and they claimed they couldnt recreate the problem I described. So I take a screen recording on my phone of me trying to leave a review and emailed it to them along with the rating I would leave, there are no reviews for this product.wonder why.

  Business response

  03/28/2023

  Hello "verified customer"

  Thank you for reaching out to us regarding your concern. We appreciate your feedback and are committed to resolving any issues you may have. 
  

  While we understand that some customers may choose to use the Better Business Bureau (BBB) as a tool for finding resolutions, we do not currently use the BBB as a platform for resolving customer concerns. This is primarily due to privacy concerns and it would violate our customer privacy policy as the ******************** is considered a third-party website. Additionally, the BBB's review system is not a verified source of reviews, and we prioritize working directly with our customers to resolve any concerns they may have.

  Our records indicate that the issue you raised is not a design flaw. Our pillar posts are 3D scanned or designed using OEM manufacturer cad and cut with a laser for optimal accuracy. The paint visibility you mentioned is a design feature, as the posts are designed to cover only the flat surface of your truck, which can prevent peeling during a car wash. Regardless of whether you consider this a manufacturing defect or not, we are committed to your satisfaction otherwise we can issue a refund for the cost of the product, which our records indicate we already have. 

  Unfortunately we cannot issue a refund for MORE than the original transaction to compensate for your time and cost to return the product. But we will be happy to work with you directly for a different resolution if you give us a call to this number: ************ We are here for you Monday to Friday 8:30AM to 5PM Central time. 

  We will attempt to reach you by phone later today to confirm receipt of this message. However, we regret to inform you that we cannot follow up on your request through this third-party website. Nevertheless, we are committed to finding a satisfactory resolution and will do our best to provide you with alternative options. We will strive to go above and beyond to address your concerns.

  Thank you. 

  Customer response

  04/03/2023

   
  Complaint: 19864049
  
  I am rejecting this response because:

  they called me, and talked a good game on the phone but didnt follow up. I was told I would be receiving $60 to shop online with on their site but I didnt get anything. I responded to the last email they sent to me telling them I didnt get anything and no response. And their site still doesnt allow reviews to be posted. (According to them, the problem is their site doesnt work with apple?)
  
  Sincerely,
  
  ***********************

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Misinformation about a product they sell, specifically for the ******* Santa **** Product: Putco Blade LED Tailgate *********************** Connect Ordered and paid $329.99 on Oct 7.I ordered their light bar because the website said its compatible with the 2022/2023 ******* Santa **** and the online brochure states it comes with a plug and play harness including part ****** (labeled in brochure as universal application) that would allow plug and play into existing wiring. I watched the available videos on their website and it shows a RAM truck install as the installation video.When I received the light bar, the part ****** was not included, as well as some clips missing. I reached out on online chat and they sent the missing clips but said the part ****** is not compatible (then universal application is not valid) with the Santa **** and the install is specific to RAM, but thats the only example install provided. I asked how to hook it up if I already have a 7-pin connector, they told me to respond later with pictures of my install. I sent a detailed email to support with pictures. They provided a short answer to purchase another product with Putco or a local store that would not resolve the issue.Ill have to figure out how to make the product work with trailer wiring and the light bar. But other owners of ******* Santa **** should not be misled with the misleading information and poor customer support. They need to:- provide caveat specifically for ******* Santa **** - relabel that part ****** is not universal application AND that it is NOT included for ******* Santa **** - provide a video or instructions specifically for ******* Santa ****

  Business response

  11/07/2022

  We don't recognize "Better Business Bureau" as a legitimate "3rd party Rating site" due to the several spam and inaccurate ratings  (both negative and positive ) that we have received in the past that do not apply to the products and services that we offer. 

  Because of this, we cannot respond, comment or find a resolution on this page.  But we will make our very best attempt to reach you over the phone to resolve this problem to your satisfaction or give you a FULL refund for your return!
  

  Customer response

  11/10/2022

   
  Complaint: 18312492
  
  I am rejecting this response because:
  I am not looking for a refund or apology.  I just want other people who consider purchasing this product to be correctly informed.  They did reach out to me to see if they can correct it.  After sending them additional information, I have not heard back.  Its been a few days with no response.  If they come up with a viable solution, that would be ideal, otherwise they really need to update their marketing documentation so potential customers are aware of what they are buying and the limitations.
  
  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. ↩