Epic Customer Service Failure

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Forum topic by IrreverentJack posted 04-29-2013 06:34 PM 1134 views 0 times favorited 10 replies Add to Favorites Watch
View IrreverentJack's profile


727 posts in 2807 days

04-29-2013 06:34 PM

Topic tags/keywords: question

About a year and a half ago I ordered custom wheel adapters (like this) from a guy in Nevada. I wanted to able to mount newer alloy wheels with new tires (Craig’s List gloat) to my older cars. I ordered them custom because I wanted the stud thread to match the studs on the cars that way I could use the same lug nuts. I spoke to owner of the company and he said it would be no problem. I paid $50 extra to have them anodized black. Two weeks later I had beautiful adapters with the wrong thread pitch. I called and was told that new studs would be sent and I could change them myself. They never came and I had to buy new tires for my rusty old wheels (different size tires). I called again about 6 months later and asked what was going on. The owner never apologized just said he would send them out and that I should “get over it”. I had to bring them to a garage to have the correct studs pressed in after my vise broke and they sat for six months until I needed another set of tires. When I finally tried to install them they didn’t fit on the car. These were ordered to fit Volvo 240‘s, a model that has had the same stud size and spacing for over 18 years. Talking to “Lenny JR” again almost gave me a heart attack. I should ‘just bring them to a machine shop’.., I will have to pay to ship them back and he ‘would look at them’.., and instead of calling him to complain ‘I should get on with my life’. Two months ago I returned them. I asked for new ones made correctly – you know, WHAT I PAID FOR. He sent me this email and hasn’t answered my follow up last week.

Jack, I somewhat remember this situation….its been a long time… and I thought we took care of this a long time ago. I will look into this a bit further once I get the adapters back here and fix the problem. Thanks Lenny

I have delivery confirmation that he got them. After having the correct size studs pressed in and shipping them back I have almost $300 into these. Plus a lot of aggravation. If he just sends me what I paid for in a week or two I will try to forget all about him, but I’m having doubts that he’ll do the right thing. Any ideas about what I should do? -Jack.

10 replies so far

View CharlieM1958's profile


16274 posts in 4182 days

#1 posted 04-29-2013 06:56 PM

Buy a Sawstop?

Get on with your life?

(Sorry, Jack…. couldn’t resist.) :-)

It sounds like kind of a mom & pop operation you’re dealing with. Unfortunately, you are probably stuck with only two practical choices: 1. Try to make their lives a living hell by badgering them until you get what you paid for, or 2. Consider it an expensive lesson about doing business long-distance.

-- Charlie M. "Woodworking - patience = firewood"

View SCOTSMAN's profile


5849 posts in 3549 days

#2 posted 04-29-2013 07:04 PM

It sounds like a no user to me what to do do you have a consumer protection agency like we do in the uk those guys make the big boys take notice and it’s government funded and free for the consumer.I should find out save3s lawyers fees still he may do something wait again and see. Alistair

-- excuse my typing as I have a form of parkinsons disease

View JoeinGa's profile


7735 posts in 1971 days

#3 posted 04-29-2013 07:16 PM

Report him to the Better Business Bureau (not that it’ll help your situation, but it may start to show a precedence for this company)

-- Perform A Random Act Of Kindness Today ... Pay It Forward

View superstretch's profile


1531 posts in 2657 days

#4 posted 04-29-2013 07:59 PM

At the risk of sounding like a bad guy, it sounds like you waited an inordinately long amount of time to try to resolve this.. if I’m piecing this together correctly, this is over the span of at least 14.5 months. I’d say that its remarkable of a company to be responsive of a purchase this old. Threatening with the BBB is not the way to win in this situation.

Then again, perhaps I’ve just been watching too much People’s Court lately…

-- Dan, Rochester, NY

View paratrooper34's profile


915 posts in 2916 days

#5 posted 04-29-2013 08:17 PM

Jack, there are other gear heads on here. Might I suggest you also include their name as I want to make sure I do not seek business from a known bad vendor?

-- Mike

View derosa's profile


1572 posts in 2800 days

#6 posted 04-29-2013 09:30 PM

If it is a common volvo vendor perhaps post your complaint on or the brickboard. Turbobricks has occasional group buys to get wheels that are the right offset but in better sizes. I’ve got a full set of 17s for my next 240 when I can get one.
Next time I’d just go with spacers and longer studs if you need wheels with the same bolt pattern and want the same thread pitch. I believe triangles unlimited in VA has them.

-- --Rev. Russ in NY-- A posse ad esse

View nwbusa's profile


1021 posts in 2250 days

#7 posted 04-29-2013 09:37 PM

I agree with superstretch on this one (well, everthing except the People’s Courtm that is). Hopefully they’ll get you sorted. Letting so much time pass, especially with smaller vendors, is a risky proposition. Good luck.

-- John, BC, Canada

View IrreverentJack's profile


727 posts in 2807 days

#8 posted 04-29-2013 11:08 PM

Charlie- Buying a SawStop would make me forget about barrels-truckloads of asshatery. What an excellent idea. “Get on with your life” – He actually said that to me when I didn’t want to find a local machine shop and fix them myself. It felt like fireworks were going off behind my eyeballs.
Dan- By the time I got the new studs put in I had new tires on my old wheels. I never imagined that the dimensions could be wrong so I never pulled a wheel off to check. I have emails confirming the specs of my order and they have a lifetime warranty. Winning would have been replacing my wife’s WNY salt rusted steel rims over a year ago with the shiny alloys that I bought for half the cost of the tires alone. At this point I want to forget about this clown. I just called the factory. Basically I repeated what I emailed months ago and was told I would have new ones in a couple weeks. I want new adapters made for two reasons.1) If the wrong studs were installed and the wrong inner diameter machined, should I trust that the stud spacing is correct? 2)I paid $50 or $60 to have these anodized and I would like to have them 100% coated and not have bare aluminum if they get bored to the correct size. I admit this may be picky but I am assuming that anodizing is a protective coating and living in the ‘salt belt’ I want all the coating I paid for. I’m not especially optimistic but I would rather hold off on BBB complaints and other scorched-earth remedies/vengeance. I don’t need another hobby. I guess I do want to get on with my life – and start using the stack of mounted alloys I have. -Jack

View woodbutcherbynight's profile


4335 posts in 2373 days

#9 posted 04-30-2013 01:16 AM

Create a YOUTUBE account, have fun with this, post and tell everyone you know about it, make a sign for your front yard, take a pic and post. (You do not have to have it up, just a pic will do). After say a week send an email and inform them the YOUTUBE video comes down when the part is in hand, correct, and actually installed. I did this with SUNTRUST MORTGAGE and they got back with me within 12 hours wanting to make the situation right.

-- Live to tell the stories, they sound better that way.

View fussy's profile


980 posts in 3015 days

#10 posted 04-30-2013 01:20 AM


Ever hear of Judge Judy? Sue his ass. Maybe Judge Marilyn? Seriously, cry havoc and let loose the dogs of war. It’s a shame, but anyone can go on the net and act like they’re legit.


-- Steve in KY. 44 years so far with my lovely bride. Think I'll keep her.

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