BuyAutoTruckAccessories.com My advise is to avoid this company. Clifton, New Jersey
BuyAutoTruckAccessories.com is a ripoff company. They offer free shipping and 30 day money back guanantee. I believe if you order a part/accessory and you get what you ordered then you'll have a good experience.
If what you order is not as described or has quality issues and needs to be returned then your screwed. I decided to order a new trailer hitch for our new SUV. I researched the style,brand and found that BuyAutoTruckAccessories.com carried this hitch. I ordered the part with free shipping and it arrived a week later(Great).The first problem I encountered was that the hitch was not as described. I wanted a round tubular style and this hitch was square type. At first, I thought they sent the wrong part. I re-checked the part# and everything was correct. I talked to the manufacturer and they informed me that they do not make the hitch in tubular construction. Anyway, I decided it wasn't that big of a deal and decided to mount the hitch. Upon aligning the hitch I found that the holes did not line up with my vehicle. This product was suppose to be a straight bolt on product that took approximately 10-20 minutes to mount.I'm a journeyman aircraft mechanic (30 years) and could tell this hitch wasn't going to work. Next problem getting a refund.
A few things (alarms) that a person should notice about the companies website. The first, only one phone number to call. It states "Need Help? Call Us Toll Free 1-866-205-5299". BuyAutoTruckAccessories.com only post one phone number.I've called this number over a dozen times and constantly was put on hold and then disconnected. I tried being the first call of the day and managed to get through only that one time.I explained the two issues I had with the hitch. They told me that they would call the manufacturer and get back to me.They never did return my calls or emails afterward.
The next thing about their website is the lack of "links". Good reputable companies have numerous links on their home page such as "contact us" in which to deal with other issues like billing,refunds etc. Good companies supply phone numbers or respond to emails over customer issues. I feel BuyAutoTruckAccessories.com is deliberately frustating. They force a person in two directions. First is to place your order online exclusively, calling is near impossible. Therefore you can't ask questions or deal with issues. Secondly, if you have issues and can't get a representaive you give up trying to get a refund or any customer satisfaction.
Frustrated, I dug deeper and found another phone number (201)-693-9309 and was able to reach someone. They seemed hesitant when I called but finallyI was told they would email me an RMA number with direction on retuning the item. I got the email and followed the directions explicitly. It cost me $30 to ship the part back to BuyAutoTruckAccessories.com. After almost 2 more months i called about my refund. I was put on holdfor about 10 minutes. I thought they disconnected menit took so long. finally this unpleasant young lady told me that a check would be sent out for $98. I paid $140 for the hitch and another $30 to sent the item back. They just told me that a ferund of $98 was being issued though a check. I was told there a a restocking fee of $42. I protested because the item had qulity issues and it wasn't as described.They said I agreed to the re-stock charge when ordering online. Wow, what choice do the give. You can't order online, too busy. So I initially lost $72 dealing with BuyAutoTruckAccessories.com. It's been three weeks and I still haven't seen my refund for a total loss of $170.
Finally, I could have purchased this items from another company and I should have recognized the alarms visible on BuyAutoTruckAccessories.com website. My advise is to avoid this company.
2 Updates & Rebuttals
Rick K
Apple Valley,Minnesota,
United States of America
Avoid BuyAutoTruckAccessories.com
#3Author of original report
Sun, October 02, 2011
Mr.Kaven,
As you stated, your records show that I talked to one of your customer reps on more then one occasion. Yes, true I did have several conversations. But all the conversations were initiated on my part. Your company never returned my calls or answered my emails. All my calls were put on hold and then dropped disconnected.
Your website advertises Satisfaction Guaranteed in bold letters.
After several months and over two dozens attempts to contact your company, I finally got a check (refund) for $98. A total loss of $72 on my purchase. Over 30% restocking fee. Is this your advertised Satisfaction Guarantee to customers. Im not exactly finding the Satisfaction in this relationship.
Contrary to my complaint, youre stating that you have sufficient staffing throughout the week and weekends. I cant argue what your staffing is or is not because I know nothing about your business. On the other hand, if you believe your staffing is sufficient then why were many of my calls dropped after being on hold for several minutes? Dealing with your staff reminds me of that credit card commercial for bonus points.
Once again, I ordered a trailer hitch specifically for my Suzuki Grand Vitara. The part is a direct bolt on item. I understand that pictures dont always match parts and your site points that out on some items but not this item. I can live with this minor issue as previously stated in my complaint. What I can not accept is that the hitch did not fit. The bolt pattern was a half hole off. Thats not my fault and its not your fault. This problem left me totally unsatisfied and your company did not attempt to Guarantee My Satisfaction. Full refund minus return shipping would have been acceptable.
Mr. Kaven states the part I returned was not defective and his company contacted me about details. There is no reason for me to make up stories and go through this aggravation. You state that your records indicate that you contacted me for additional information. Well, I never received those calls. In fact if you can give me the exact dates, I will post my phone records.
Im sure they dont exist.
It is ALMOST impossible to place an order over the phone with BuyAutoTruckAccessories.com. On the other hand it is very easy to place an order online. I feel this is deliberate and read my warning to understand my point.
***WARNING **
*FIRST, before ordering online, call the company and try to place an order over the phone. If unable to place an order over the phone contacting ***THINK TWICE*** before ordering online. When you order online, youre required to check a BOX. What happens when you check this BOX? Well from my experience, checking this BOX meant waiving my Satisfaction Guaranteed rights.
Thats right because Mr. Kaven points out that I agreed to certain Terms and Condition. You know the fine print.
Checking this BOX is their trap to weasel out of the Satisfaction Guaranteed statement boldly advertises on their site. Im assuming If you place an order over the phone your not committed to these terms and condition. No Box to check.
My experience with BuyAutoTruckAccessories.com was a big mistake and I found them to be a very UNETHICAL company. I finally received my refund minus over 30% restocking fee and $30 return shipping. Im done doing business with this company for good. Im sure many people understand my point. This company never contacted me or show any concern over my complaint. I consider this a rip off.
Madison W.
United States of AmericaRe:My advise is to avoid this company
#3UPDATE Employee
Tue, September 27, 2011
Dear Rich K,
We are sorry you feel that you had a bad experience with BuyAutoTruckAccessories.com. Customer satisfaction is a top priority for us, and we go to great lengths to accommodate our customers - always.
Our records show that our Customer Service representatives spoke with you on more than one occasion. For instance, after your first communication to us, we left you a phone message on the morning of June 21, 2011 to get more information from you in an attempt to assist with your fitment issue. Later that afternoon, you called back and spoke with us describing the issue. After determining that the product was the correct part from the manufacturer label on the hitch, we then requested more information from you in order for us to help you. At this point, you refused to provide us with the information we requested. You instead insisted that we had sent you the wrong part. Quite often, further descriptive information about your vehicle will easily shed light on a simple solution.
Contrary to your complaint, we have numerous personnel staffing our phones from 7:30 AM to 8:00 PM EST on weekdays, and from 8:30 AM to 6:00 PM EST on Saturdays. We also monitor our email constantly throughout the day for the convenience of our customers. Though we are sorry that you feel you were unable to reach us, we are unable to understand how this is possible, as you did communicate with us on several occasions. We are always here to assist our customers - we take our reputation and customer satisfaction very seriously.
With respect to your claim about an image not being as described, our site clearly states on some product category pictures that Image is a representation only. Actual part may vary. This is the case with the particular hitch that you purchased. We do this so customers do not feel that they are being misled in any way on parts that we do not have vehicle specific pictures for. Unfortunately, with the particular product line that you purchased, we do not show every image of every hitch for every vehicle that is out on the road today.
We strive to make our customers interaction with us as easy as possible. With this in mind, we have several areas located on our home page to contact us via a toll free number or email. We frankly cannot understand the reasoning behind your complaint on this topic. We take multiple orders over the phone daily, and encourage our customers to call in and order over the phone if they have any questions or do not feel comfortable placing an order online.
Again, we cannot understand the reasoning behind your complaint on this topic. Our return policy is clear and posted via a link on our homepage. Additionally, when you filled out our RMA form, you agreed to the Terms & Conditions. Unmistakably outlined within those terms and conditions is the restocking fee which you agreed to which helps cover our costs to process your return. We made every effort to assist you with your installation, but you elected to return the product instead. We do not charge any fees to our customers for returns if the product is incorrect or defective. Upon our receipt of the product you returned, the part was inspected, matched up with identical parts in our inventory, and found to be defect free.
We are available to serve you to the best of our abilities. Our phone lines are manned from 7:30 AM to 8:00 PM daily. We welcome anyone to call and speak with our staff who are always eager to help you select the right parts for your vehicle. Our Customer Service Department can be reached at (866)205-5299.
Sincerely,
Mike Kaven