Complaint Review: TH Motorsports

On 2/28/2014, I purchased an AutoMeter 7010 replacement instrument cluster for my 2003 F150 Lightning for $249.73 at the online website. TH Motorsports claims this fits all 97-03 model and sub-model F150's online. After following the directions from AutoMeter included with the instrument cluster, it requires you take the circuit board off the old cluster and attach to the new one. Well, at that point, the circuit board would not fit as the Lightning has a completely different board. Obviously the item was opened b/c I had to swap boards.

I stopped and called THM. I spoke with Michael Novelo in the returns department. He stated that'd be no problem to return the item. He said I needed to ship it back and when they receive it, they'd refund the entire amount. Considering I did not feel this was my mistake since they claimed it fit, I inquired on them paying for return shipping charges. He said they would do me that favor(even though they screwed up) and send a return label. So they did along with a sheet they told me to put in the box with the returned item.

On the sheet, under "Condition", Mr Novelo put "New in box." I immediately called him back and said, "I told you its not new, its been opened and partially installed." He said that was ok, thats just what they have put on the form. I said ok and when I printed it off, I marked thru it and put, "opened, partially installed, not new". I dropped it off at FedEx to be shipped the same day I got the label.

I saw where the return had been delivered  on Monday 3/10/2014 per FedEx.com. So Tuesday afternoon 3/11/2014, I checked my bank account and I had no refund. I called Mr Novelo who stated the refund had been "initialized". He said I should see it by "tomorrow at the latest". Needless to say, Thurs morning rolls around and still no refund. I call Mr Novelo and he claims that the returns department received the item back opened. And I advised him we already had this discussion and he was aware of this!

He then says, "Oh, well it was broken too." I said "Broken? It was fine when I shipped it back." I advised him that was not the case b/c I wrapped it in the plastic it was in, put it back in its original box and shipped it back in the same shipping box with same packaging materials and installation instructions! It was sent back exactly like it was sent to me, minus the product plastic was opened(and I even wrapped that around it the best I could).

He says "Im sorry, but we cant give a refund since its broke." So I asked him at this point why he didnt purchase insurance for the return shipping. He claims thats my responsibility and he did a "favor" giving me a return label. I beg to differ on that! I didnt mess up claiming the item fit when it didnt. I asked to speak to his supervisor and he stated he wasnt there. Then I asked for his name and he stated "Hubert". I asked for his last name and he said "Well, I dont know how to pronounce it." I asked, "well spell it out for me."

He then states "Well its a really long name." So in essence, it sounds like Im getting the run around and he then states "Well, he's gonna tell you the same thing." So, at this point Im furious...Why would I destroy an item that doesnt fit that I want a refund for before sending it back out knowing I wouldnt get a refund if it was destroyed? Makes no sense as I have nothing to gain by doing that and everything to lose! However, its a win win all the way around for you guys.

Why didnt THM purchase insurance on the item to ensure its safe arrival back since THEY screwed up on the fitment applications? I told Mr Novelo that his employer would be hearing from my bank, Wells Fargo in reference to a fraud claim b/c this obviously was what was going on. Mr Novelo stated at this point that the bank wouldnt get my money back b/c they are going to ship the broken instrument cluster back to me showing I received the item I paid for. I told him we'd see about that and he could keep the cluster. I then advised him the BBB would be notified next and I would be writing a negative review(on the website they sent me an email claiming to pay me $5 to leave them a positive review) online so others dont fall into this same trap.

Fortunately, after speaking w/ my bank, they are going to take care of the claim with a refund and take those funds from TH Motorsports. I wish I would have checked online first before ordering b/c then I would have seen all the other claims filed against them and all the horrible reviews. Its obvious here after claiming an item would fit, then 4 days of the run-around, then its "the item was opened" then now "its broken", then he "doesnt know his bosses last name"? Its obvious whats going on here...