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Disappointed with Wheelers Customer Service

Discussion in 'Vendor Reviews' started by dsrtne1, Jul 9, 2014.

  1. Jul 9, 2014 at 3:16 PM
    #1
    dsrtne1

    dsrtne1 [OP] Well-Known Member

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    Michael
    Southern CA
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    2013 DCLB TRD Sport
    King 2.5" Coilovers, Total Chaos UCAs, Maxtrac Spindles, 2.5" King Rear Shocks with Compression Adjusters, Wheelers 1.5" AAL, 18" Magnaflow muffler, 30" LED Lightbar, Ultragauge, Tinted Windows
    I just installed my Wheelers 3-leaf aal on my 2013 Tacoma and everything went smoothly until it came time to torque down my new U-bolts. As it turns out, the U-bolts i received were not long enough. I can get the nuts on the bolts about 3/4 of the way on. I can feel inside the nut with my finger and they're about 3 more turns from being flush. I would feel a little bit better about it if they were flush but I would like to be able to see some thread past the nut.

    I called Wheelers and was told that I could not get replacements if they were installed on the truck already. They looked long enough when I went to thread them on so I really wouldn't have known that they were too short unless I installed them. I do understand that U-bolts are not reusable parts and these cannot be resold now that they have been on my truck, however, I was expecting them to just mail me the correct size anyway.

    In Wheelers' defense, I placed this order a year ago. Long story short, I installed a spindle lift on my truck and decided to wait to install these until I could get new coilovers and rear shocks so these sat in my garage for a year.

    I know my order was placed long ago and I am way past the 30 day return period. For the record, I am not bad-mouthing Wheelers - they were very friendly when I placed the order and seem like good people to deal with. I am just a little disappointed with the response I received over something that can become a safety issue. These U-bolts that they sell on their website are $29.99 and probably cost them next to nothing so I thought after a quick phone call the correct length U-bolts would be on their way. I know they're only $30 and I should just order new ones but experiences like these make me second guess who I should do business with.
     
  2. Jul 9, 2014 at 3:22 PM
    #2
    chris4x4

    chris4x4 With sufficient thrust, pigs fly just fine. Moderator

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    FlimFlubberJAM
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    Always test fit the components. A test fit would have revealed the bolts were too short. And.....After a year? Kinda hard to hold them liable or claim poor service IMHO.
     
  3. Jul 9, 2014 at 3:28 PM
    #3
    dsrtne1

    dsrtne1 [OP] Well-Known Member

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    Michael
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    Vehicle:
    2013 DCLB TRD Sport
    King 2.5" Coilovers, Total Chaos UCAs, Maxtrac Spindles, 2.5" King Rear Shocks with Compression Adjusters, Wheelers 1.5" AAL, 18" Magnaflow muffler, 30" LED Lightbar, Ultragauge, Tinted Windows
    I understand that a year was way too long, that's why I mentioned it and also stated that I'm not trash talking Wheelers. I understand where they're coming from and that they have to draw a line somewhere. They still would have been too small had I installed them the same day they arrived. At any rate, I figured U-bolts were a small enough item that it wouldn't be a big issue for them to just mail me new ones. I wasn't asking for any money back or to return the leafs.
     
  4. Jul 9, 2014 at 3:29 PM
    #4
    XXXX

    XXXX Well-Known Member

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    For the record, yes you are.

    When you ordered did you do it online? What part number U bolts did you order/get? What do the U bolts you got measure?

    Awaiting Dan's repose for both sides of the story, but I have ordered from Wheelers multiple times and spent thousands of dollars with them and never had an issue. Customer service is always top notch and they support the community so I support them even if items cost more to ship across country.
     
  5. Jul 9, 2014 at 3:34 PM
    #5
    Scenekyd

    Scenekyd Not much of a member

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    Let me go to Mcdonalds and order a Big Mac then a year later complain it's cold and I want a new one. :bananadead:
     
  6. Jul 9, 2014 at 3:44 PM
    #6
    Large

    Large Red

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    I agree for the most part. If it was me I would for over $30 for a new set of u-bolts rather than someone writing a bad review about my company, what do I know though? I'm not a business owner.
     
  7. Jul 9, 2014 at 3:46 PM
    #7
    XXXX

    XXXX Well-Known Member

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    If your intent is not to trash Wheelers you sure have a funny way of doing so... even the thread title is an attack on them.

    The only footing you have is if you ordered one product and were shipped another.

    So again I ask - what sized bolts did you order and what was received?
     
  8. Jul 9, 2014 at 3:51 PM
    #8
    Boone

    Boone Vaginas are rad.

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    I see both sides to this. As a business owner, I want my customers to be 100% satisfied with the product and service they receive. I also see where everyone is coming with the time frame ordeal. If it were me regardless of schedule in which things played out, I would try to help the customer if the correct parts were ordered originally. In this case I think I'd still ship out a new set of the correct length u-bolts and call it a day if I had shipped the incorrect product. A happy customer is most likely a repeat customer, and going above and beyond what is expected goes a long way IMHO.
     
  9. Jul 9, 2014 at 3:52 PM
    #9
    dsrtne1

    dsrtne1 [OP] Well-Known Member

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    Michael
    Southern CA
    Vehicle:
    2013 DCLB TRD Sport
    King 2.5" Coilovers, Total Chaos UCAs, Maxtrac Spindles, 2.5" King Rear Shocks with Compression Adjusters, Wheelers 1.5" AAL, 18" Magnaflow muffler, 30" LED Lightbar, Ultragauge, Tinted Windows
    I called Wheelers and placed my order over the phone. Gave them the specs of my vehicle and told them that I would like to purchase their 1.5" 3-leaf AAL. The AAL includes U-bolts. I did not pick the size of the bolts, they sent me what they send with the kit (which should be the correct size).

    I am not "attacking" Wheelers, I am sharing my story and experience with them.
     
  10. Jul 9, 2014 at 3:55 PM
    #10
    XXXX

    XXXX Well-Known Member

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    Now we are getting somewhere....

    Do you have TSB springs or an aftermarket leaf pack by any chance?

    If you remove the overload they will fit perfectly if you have not done so already.
     
  11. Jul 9, 2014 at 4:03 PM
    #11
    dsrtne1

    dsrtne1 [OP] Well-Known Member

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    Michael
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    2013 DCLB TRD Sport
    King 2.5" Coilovers, Total Chaos UCAs, Maxtrac Spindles, 2.5" King Rear Shocks with Compression Adjusters, Wheelers 1.5" AAL, 18" Magnaflow muffler, 30" LED Lightbar, Ultragauge, Tinted Windows
    I have TSB springs and left the overload in. I didn't want to take my overloads out and that's why I chose their 3-leaf kit over Icon. I'm sure the Icons would be fine with the overload left in but the product description didn't explicitly state that it could be used with the overloads like Wheelers' AAL did.
     
  12. Jul 9, 2014 at 4:08 PM
    #12
    XXXX

    XXXX Well-Known Member

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    Gotcha...just trying to figure out a solution besides new bolts.

    I PM'd Dan so he can give his side of the story.

    Sounds like you have a valid case unless the story on the other side differs.
     
  13. Jul 9, 2014 at 5:13 PM
    #13
    JohnnyK.

    JohnnyK. Wheeler's Offroad Tech Rep Vendor

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    Hello,
    This is the first I've heard about this issue, and am very sorry you had this happen. This should have ran across my desk before it went this far, our sales rep was trying following policy on old orders. Again I apologize.

    We haven't seen problems with these ubolts on that truck with that particular AAL. Even when retaining overload. But it does usually only give about 2-4 threads above the nuts, which is OK because we use High-nuts. They are much taller than a standard nut giving them more thread engagement.

    If you give me a call directly in the morning, I'll see what we can do to help you out.
     
  14. Jul 9, 2014 at 5:18 PM
    #14
    Jeffvt0508

    Jeffvt0508 Well-Known Member

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    ^ there is your wonderful customer service..
     
  15. Jul 9, 2014 at 5:19 PM
    #15
    Fiddy

    Fiddy Well-Known Member

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    and there you have it
     
  16. Jul 9, 2014 at 5:21 PM
    #16
    dsrtne1

    dsrtne1 [OP] Well-Known Member

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    Michael
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    King 2.5" Coilovers, Total Chaos UCAs, Maxtrac Spindles, 2.5" King Rear Shocks with Compression Adjusters, Wheelers 1.5" AAL, 18" Magnaflow muffler, 30" LED Lightbar, Ultragauge, Tinted Windows
    Thanks, Johnny. I'll give you a call in the morning.
     
  17. Jul 9, 2014 at 5:25 PM
    #17
    XXXX

    XXXX Well-Known Member

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    In all reality this is a weird situation.... I know Wheelers has sold hundreds of these for that exact situation. I myself bought the same package you did many years ago for the same exact TSB leaf pack you have and cut my U-bolts down a little when I removed my overload.

    Good luck resolving it.
     
  18. Jul 9, 2014 at 5:26 PM
    #18
    DeltaSteve

    DeltaSteve Social Critic

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    KING 2.0" PERFORMANCE SERIES REMOTE RESERVOIR COILOVER SHOCK W COILOVERS, TC UCA, OME DAKAR SPRINGS, RELENTLESS PLATE R BUMPER and MORE :)
    Personally I like Wheelers :) , I've bought things from them with good results. Hell, I even called 'em once criticizing their website (crazy difficult to navigate logically), they were gracious, understanding and positive :)
     
  19. Jul 9, 2014 at 5:26 PM
    #19
    Jeffvt0508

    Jeffvt0508 Well-Known Member

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    OP just being a senior member on here.. I have seen a lot of uh-ohs and oops from fellow members and vendors sometimes.. but next time its almost better to PM the Vendor on here than make a post.. if calling hasn't worked.. A lot, including me have bought from wheelers and they are always accommodating. just be careful how ya word things against companies on here ... Happy Modding!
     
  20. Jul 21, 2014 at 9:42 PM
    #20
    dsrtne1

    dsrtne1 [OP] Well-Known Member

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    Male
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    Michael
    Southern CA
    Vehicle:
    2013 DCLB TRD Sport
    King 2.5" Coilovers, Total Chaos UCAs, Maxtrac Spindles, 2.5" King Rear Shocks with Compression Adjusters, Wheelers 1.5" AAL, 18" Magnaflow muffler, 30" LED Lightbar, Ultragauge, Tinted Windows
    Thanks again for getting this all sorted out, Johnny. Pleased with how this turned out in the end.
     
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