Billet Specialties Poor customer service. Needs to update old policies & procedures to satisfy customer. Slow resolution, still unresolved after 2

9th of Apr, 2013 by User247118

April 9, 2013 - Purchased 2 new 5x7 Billet Specialties Street Lite wheels from Wheelsforless.com Wheels backordered by Billet Specialties for 2 weeks. Upon arrival of wheels both were mounted with new BFG tires. Upon installing one of the wheel/tire assy on the vehicle, the wheel stem became unseated, immediately blew all the air out of the tire and the stem fell back into the tire. Thankfully this occurred before the vehicle was on the road. Upon investigation it appears the wheel stem hole was drilled to close to the wheel lip which made it impossible for the valve stem to seat properly as there was no flat surface for the rubber stem seal. The groove in the valve stem could not seat in the wheel hole on the inside of the wheel. I called Billet Specialties and after a bit of discussion I was asked to send the wheel to them at my expense and they would reimburse me for shipping if the wheel was found to be defective. Apparently, Billet Specialties has no system in place for a call tag to be emailed for pickup. I felt this is a safety issue and if one wheel was drilled inaccurately, how many more could be drilled in the same manner. I asked to talk with the customer assistance agent's supervisor. He would not talk with me. I was left to send the wheel back to Billet Industries at my expense (possible to be reimbursed later), take time from my busy work schedule to pack and ship it and then wait for an undisclosed amount of time to get a wheel in return. Being furious, I called Wheelsforless.com who most graciously called Billet Specialties for me and Wheelsforless sent me a call tag for the wheel to go to Billet Specialties. That was 2 weeks ago and I have heard nothing from Billet Specialties when I am going to get a new wheel back. Poor, poor, poor customer service obviously operating under customer service practices back 20 years ago. Lousy handling of a wheel problem that could have caused injury or death. Lousy handling by the marketing/sales manager of Billet Specialties and lousy followup. It has been one month now since I ordered the wheels and I still have no idea when Billet Specialties will send me a wheel back. Absolutely a horrible and archaic way to handle a customer in the hot rod world where "word of mouth" is prime for business. I have lots of Billet Specialties products on several of our show cars and they make a good product but this experience has taught me a lesson never to recommend Billet Specialties to anyone.

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