Total Amount in Dispute:
$143.00
Total Amount Settled:
$0.00
Complaint Experience
0%
Complaint Resolution Index (CRI)
Complaint Resolution Index (CRI) Explained
The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.
A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.
BCA's Summary and Analysis:
Our complaint history for this company shows that the business has not responded to customer complaints brought to its attention.
Some complainants allege dissatisfaction with policies on returns and exchanges. Customers complain they are required to pay shipping and handling fees on replacement parts or replacement products under the lifetime warranty or the replacement parts are on backorder for months at a time. Others complain they are not told the full total purchase price when the order is placed or the company does not honor arranged payment plans as requested. A few complainants allege difficulty contacting the company for a refund or other customer service issues.~~The company responds to complaints by shipping orders issuing refunds in accordance with their policy or by sending new replacement products instead of having the customer wait for backordered parts. Other responses indicate they cannot locate the customer in their database and they need more information to further research the complaint. The company responds to other complaints by referring customers to the original vendor and stating that since the products were not purchased from their company they cannot issue a refund. ~~Although we have received a number of complaints against this company the complaint allegations are typical of what we would expect for this industry and are not such that we would consider them serious.~~Although we have received a number of complaints against this company we feel that the number of complaints is not disproportionate to the amount of business the company transacts.
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