ComplaintsforHitchDoc

• Initial Complaint

  02/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a hitch from hitch doc on December 22 2023. They did not ship this hitch until Feb 8th, almost two months. When i finally received the hitch I installed it as soon as I could (2 days later). The last bolt I was to tighten down was the anti rattle bolt. When i tried to tighten it the weldment stripped out on me. This happened because the hole was machined wrong. I contacted hitch doc to explain what had happened. They asked for pictures and I sent them to show what had happened. They told me that it was under warranty and they would replace it. Now here's the problem. I need to pay for the new one. As i see it I already paid for one. I payed for one that is not broken, they sent me a defective part and now I need to pay do l for another one. If it's under warranty why does the customer need to pay for another part. That's not how warranties work. According to ******* warranty /'wr?n(t)e/Learn to pronounce See definitions in:All Commerce Law noun noun: warranty; plural noun: warranties a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time. But I'm stuck paying for the part that is under warranty. How is that fair to the customer. I already paid for it. It seems as of the warranty is only valid if the customer is willing to pay more money.

  Business response

  02/17/2023

  The customer does not understand how our returns work.

  We need the part back before sending a new one OR he will be charged for the replacement until the old one is sent back and he receives a credit on his credit card.

  If it was not  done this way we would never get  the one we replaced back.

  This is not a unique way of doing business, as all the industry  does it this way. 

  As for as the threads "stripping out it is probably an over tightening problem. 

  There was no questions asked by as to why but a replacement was sent.

  I hope this clears things up and you are happy with the hitch.

  If not please send it back for a full refund.

  My apologies.

  I went out yesterday.

  *******************. Pres.

  Customer response

  02/17/2023

   I am rejecting this response because:
  How can I over tighten something that is supposed to bend and it never did it just stripped out. Stop with the lies and just admit you sent a faulty product and are now charging me for a second one

  Amazon and most online companies have it set up to ship out a replacement part when the original part arrives broken.  Don't make up lies it looks bad on you as a company

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a motorcycle hitch from Hitch Doc. They sent me a defective hitch. There is a tow hook bracket that bolts to the bottom of the hitch, with two hooks for attaching the safety chains. First, they sent me the wrong sized tow hook bracket. They then sent a replacement bracket, but when the bracket is mounted, the hitch pin will not fit through the receiver because the bolt head from the tow hook bracket is in the way. When I contacted the company, they required me to purchase a new hitch and then send the old one back for a refund. I received the new hitch yesterday and it is the same problem as the old hitch. Also, they sent the wrong sized bracket again. The hitch is unusable in this condition. It looks like my only solution at this point is to have the tow hook bracket welded to the hitch and then removing the bolts so that I can slide the hitch pin through. The customer service here is very poor/non-existent. Even the owner, Brad, does not seem to care about resolving this issue. I am tired of wasting my time on this! When you spend over $450 on a little motorcycle hitch, you shouldn't have to waste this much time dealing with a defective product and a company that couldn't care any less about their defective product. I've already wasted half the morning today, and a chunk of the afternoon yesterday trying to resolve it. Not to mention the amount of time and cost for me to take the old hitch off, pay to have it welded somewhere, and then reassemble everything again! Unacceptable!

  Business response

  08/20/2022

  I am out for a medical procedure  till Wednesday.

  We have responded every way we can.

  Over 8 emails and have engineering facility manager who is an automotive engineer our design team all evolved.

  Have given him a discount because he said the hitch was hard to put on.

  We fit over 60 different motorcycles and this is one of the top tree easiest to install.

  We have hundreds of this model  sold over the last 30 years and  this is the only one we have had anyone complaint about.

  WE HAVE SENT TWO CALL TAGS FOR RETURN WITH FULL REFUND.

  and all we get is I'm calling the credit card company and stopping payment.

  Four times I have asked him to send them back for full refund and he Will not do it.

  He even asked who else makes them and I sent him a link to sever manufacturing company's that make a hitch for his motorcycle.

  His next move was filing a complaint with the BBB.

  And then telling me he is stopping payment.

  This has been like pounding in a bent nail

   

  Brad ****** ***** 

  Customer response

  08/23/2022

   I am rejecting this response because:  The owner's response is nothing but lies!
  Summary:
  1.Hitch shipped with wrong mounting instructions
  2. Chelsey sent the correct instructions
  3.Tow hook bracket was wrong size
  4.New bracket was mailed
  5. Took hitch back off to mount correct tow hook bracket
  6. Hitch pin doesn't fit through the receiver because bolt heads from the tow bracket are in the way
  7. I was asked to take measurements and used a digital caliper to be as accurate as possible.  Bobbi confirmed that the measurements were wrong on my hitch
  8. I asked Chelsey to send a new hitch that wasn't defective, and then I would return the old hitch that wasn't working. She said they couldn't do that unless I paid for the new hitch.  So I gave her my credit card info to send out a new hitch and told her on the phone to make sure the new hitch worked
  9. New hitch has same problem as the old hitch
  10. Also sent the wrong sized tow hook bracket again with the new hitch
  11. Owner said they never had this problem before. He never apologized for all of the trouble and told me to send the old hitch back so they could look at it
  12. I told Brad that the reason that I ordered the new hitch was so that I could take the old one off and mount the new one at the same time 
  13. Told Brad to grab a hitch from his warehouse, and try to mount the bracket so he’d know exactly what the problem was. He refused to do that
  14. Brad finally admitted that there was a problem with the design and said that he had to take the washer off the bolt in order to slide the hitch pin through. I had also tried that but even that didn't work with my hitch
  15. Finally I figured out on my own how to fix the issue with a bolt of a different design  
  16. I told Brad that I would send the new unused hitch back for refund  
  17. Told Brad that I wanted a refund of $100 on the price of the original hitch for all of my troubles, hassle and wasted time!
  18. Brad refused, and called me a bent nail again
  
  

  Business response

  08/26/2022

  First time I knew I of this was Aug.18

  
  -----Original Message-----
  From: **** *****
  Sent: Friday, August 19, 2022 11:05 AM
  To: Jamie
  Subject: RE: Gerrrr
  
  Jamie,
  I have spoken to the people you have been dealing with and I am waiting for the return hitch So we can figure out why of all the hitches we sell your having this problem.
  As soon as I get it we will take care of it.

  There were no lies.

  The second one Chelsey sent him had the same problem so we needed them back.

  The ones we checked here worked if you took the washer out which i conveyed to him.

  The only thing that could have happened is that a piece of welding debris got under the vertical receiver and held it up about a1/16 of an inch which would cause interference with the bolt.

  Its a guess but again don't know without the hitch.

  WE gave him a 50 dollar discount and sent him a free Hitchdoc sweatshirt.

  And yes he had to lower the rear of the hitch in which he states in a email but absolutely no reason to remove three times.

  We have told him six times to return for full refund and shipping will be paid for both way's by Hitchdoc.

  He asked me who was another manufacture of hitches for his bike and I sent him links to them.

  I he wants the hitch   I WILL AWAYS KEEP MY WORD AND BUILD A CUSTON PART THAT WILL FIT AND WILL SEND THE BREACKET INSTSLLED.

   

  Brad

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩