Complaints

• Initial Complaint

  10/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had Xtreme install a trailer hitch on my brand new 2022 bronco sport with under 200 miles on it on 9/29/2022. They did a total hack job on it! The rear muffler heat shield was removed and discarded, and the left and right bumper brackets were bent and pinched between the underbody and hitch. The notch cut into the bumper cover was not done properly. I had to spend $152.00 to replace the heat shield and a left and right bumper brackets and hardware to fix their mistakes. I would not let them touch another one of my vehicles ever! I do not want to hear brin/g it back and we will take care of it. DO IT RIGHT THE FIRST TIME!!!! They threw all of the factory parts that should have been installed back on the vehicle away. To charge $416.00 for this kind of shotty work is just not acceptable not to mention that my car could have caught on fire since all the electrical lines running in the bumper cover were exposed to the exhaust. The heat shield was there from the factory for a reason. Also if left as they left it, would have voided my factory warranty. Detailed pictures are attached. Work was performed on 9/29/22 Inv # 33208. In addition, reimbursement for the $152.00 in Ford parts is requested.

  Business response

  10/21/2022

  No heatshield was removed or discarded. It was trimmed where the hitch comes through the bumper. No bumper brackets were bent. 

  Customer refused to bring it and show us his concerns. He could have watched our video camera and see we did not remove anything from his vehicle. We have been in business for 44 years, and we work for over 20 car dealers. A lot of them for trailer hitches. We do all hitches on 3 ford dealers and never had a complaint. 

  Customer response

  10/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached the 3rd photo that was missing from my original complaint. It shows the missing heat shield that was removed and discarded. this manager is not telling the truth. He is protecting himself from having to respond. what a shame that people are like this now. there is no rpide in their worked -performed.  

  If you have videos please post them to show exactly how the heat shield was not removed. Our photos show that it was not there. Why would i order  a new heat shield if the original one was still on the car?

  whoever performed the work should not be working there. 

  
  Regards,
  
  ***** ********

  Business response

  11/03/2022

  As a show of good faith i will refund the amount for the part. Customer must bring a copy of paid receipt and i will write a check. This whole event would not have been necessary if customer would have brought vehicle back to address issues.

  Customer response

  11/08/2022

  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. I have attached a copy of the receipt for the parts received from ****** **** *****

  I am unable to come bring the receipt to Xtremes place of business at this time. Unfortunately my mother is home n hospice, and I am unable to leave her for that extended of a time period.

  It would be greatly appreciated if the business owner could mail us the check for the replacement parts.

  
  Regards,
  
  ***** ********

*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. ↩