ComplaintsforGreyline Performance Antennas

• Initial Complaint

  10/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for for the 28-foot DX Vertical Antenna and an MFJ 998RT 1500W Remote Tuner that I never received from Greyline Performance Antennas on Order #FP-55221509 placed on October 7th, 2020. They charged my **************** Card for the agreed $1,928.03. I only received the remote tuner. I have sent 12 emails to them with 4 posts to them on their web portal contact form page over the past four years. They responded 7 times with excuses of COVID and other delay issues. Then they just stopped responding. Minus the received remote tuner, they still owe me a refund of $978.08 for the missing antenna. They will not respond to calls left on their voice-mail, emails, nor their contact form on their web page.

  Business response

  10/18/2024

  We are so embarassed. **** is correct, we goofed! He's a repeat customer too. So sorry, ****. Today we called **** and expressed our apologies and told him we will immediately refunds. The Refund was issued today. Glad to hear you are on the air. Have fun!

• Initial Complaint

  06/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  April 14 placed order online 4/20 received product 4/23 opened package, laid out all pieces on the workbench in my garage notified merchant at 4:54 PM by email several parts were missing - doublecheck the website and sent another email at 5:06 PM detailing the missing parts received a response at 5:24 PM acknowledging that several items were missing per the picture I sent merchant apologized and promised to expedite delivery of the missing items however the merchant asked once more for confirmation as to what was not received at 5:46 PM I responded with what was and was not rec'd.4/24 sent email at 1:45 PM asking if parts would be shipped that day no response 4/25 sent follow-up email at 5:41 PM no response. Tried contacting the merchant by phone several times between April 23 and April 27 always voicemail no returned phone call.4/27 rec'd email responding to a voicemail stating the guys are not in on weekends but would be glad to talk to me on Monday morning to go over your email details never received a call 4/28 sent email at 8:58 AM advising after having read the numerous complaints about their company at the Better Business Bureau (BBB) website that I had filed a dispute against the transaction with Citi Card and planned to file a complaint with BBB sent another email at 10:08 AM notified merchant that I wanted to return the product per the advertised 100% Money Back Guarantee. A response was received at 10:20 AM confirming that *** was away but that there were notes acknowledging that parts were missing from the shipment. The email stated the parts would be sent on Monday (4/29). Responded to the email at 10:51 AM stating I no longer wanted the product and per the guarantee wanted to return the product there was no response.4/29 sent email at 3:15 PM asking for confirmation regarding request for a refund - no response received,5/2 Filed dispute with Citibank.

  Business response

  06/26/2024

  We are so sorry for the confusion our customer experienced. We are happy to refund the customer as stated in our return policy. 

  After looking closely at the order of events we believe this originates as a misunderstanding on what is included with each antenna. Everyday at Greyline we ship the same package, the exact same package, to every customer. This includes everything needed to get on-the-air. Sure, there are add-on's one can purchase. The confusion stems (we believe) by looking at a photo from 2017 showcasing a different packaging on a couple of the parts than what we shipped at the time this shipment. We do purchase parts from various *** vendors and the styles can look different from time to time. Though these parts look different they do accomplish the same goal to complete the antenna system. (I.e., RF Choke, Surge Protection, etc.)

  Again, apologies for the confusion however it occurred and we are happy to honor a refund. It happens and we understand. Best 73 and as always, Have Fun!

  Customer response

  06/26/2024

   
  Complaint: 21854676
  
  I am rejecting this response because:  The merchant states that the parts looked differently because they may have been sourced from a different vendor.  What the merchant fails to remember is that the ** Choke, Feed Line kit, and cleat were not included in the shipment at all.  In his email dated 4/23 at 5:24 PM the merchant agrees that there are parts missing as evidenced by the picture sent to him of the package's contents and promised to expedite replacement the next day, which he never did.  After many unanswered emails and voice messages regarding the missing parts, I requested a refund in advance of returning the parts that were received because this merchant has consistently not done what he said he would do.  I am holding the received parts until I see the refund on my credit card.  I have stated many times that upon receipt of the refund I would ship the remaining parts to him prepaid.  I do what I say I will do.  If you read the other 30-something negative BBB reviews, he always blames the customer.  Can that many customers be wrong about ********************?  Are al of us HAM radio operators that gullible?  NO!

  Sincerely,
  
  *********************

  Business response

  07/25/2024

  Again, we apologize for any confusion. We try to please everyone, and we know that's not possible. We will keep trying...

  Please know, our Refund Policy is clear. We have attempted to resolve directly with the customer yet unfortunately no longer have direct communication from the customer outside of this platform.

  We have agreed to refund the customer and asked them to consider the Refund Policy as the proper approach. As the customer has chosen the credit dispute aspect, the funds were placed in escrow for up to 90-days awaiting a bankers verdict. Without communication with the customer to find a solution together we must allow this process to transpire. Resolve directly or await the verdict. Either method is open for the customers consideration. While we wait, the bands are amazing and Cycle 25 is peaking nicely. Hope you are all working DX.

  For the record, our previous response:

  We are happy to refund the customer as stated in our return policy. 
  After looking closely at the order of events we believe this originates as a misunderstanding on what is included with each antenna. Everyday at Greyline we ship the same package, the exact same package, to every customer. This includes everything needed to get on-the-air. Sure, there are add-on's one can purchase. The confusion stems (we believe) by looking at a photo from 2017 showcasing a different packaging on a couple of the parts than what we shipped at the time this shipment. We do purchase parts from various *** vendors and the styles can look different from time to time. Though these parts look different they do accomplish the same goal to complete the antenna system. (I.e., RF Choke, Surge Protection, etc.)
  Again, apologies for the confusion however it occurred and we are happy to honor a refund. It happens and we understand. Best 73 and as always, Have Fun!

  Customer response

  07/25/2024

   
  Complaint: 21854676
  
  I am rejecting this response because it is not true.  There are pages of emails in which the merchant contradicts himself.  The record shows the merchant confirmed parts were missing from the pictures that were provided, stated that the missing parts are packaged together in a bag that must have been left out of the shipment, promised to ship them the next day, and never did.  I made numerous attempts to contact the merchant to which I received no reply or missing parts.  Fortunately, ******** agreed with the documentation I provided, ruled in my favor, and reversed the charge.  As I said I would, I will return what pieces I did receive to the merchant and put this bad experience behind me.  
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On May 1, 2024 I made an order (5522-3-2671) for three items. One item was delivered. While waiting for the remaining items, I ordered another item (5522-3-2677). It is now May 25, 2024 and so far, the company has been unresponsive. I see that I have only been charged for the one item that was delivered so I am not seeking any kind of refund. I just want to cancel my orders for the remaining items as I am NOT waiting any longer when they won't reply with my order status.

  Customer response

  05/22/2024

  I finally talked to someone, sort of. The company sold and nothing else will be billed. I asked another question and they ignored me. I wont get billed anything else but this company has been the WORST vendor I have ever dealt with. 

• Initial Complaint

  02/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I filed a complaint in November, 2023 regarding an order for a Base Section/ground Sleeve Kit advertised at $250.00. I provided my CC number, but was never charged and the parts never shipped. Several emails and phone calls went unanswered. The company responded that they did not have my CC number. I ordered the same parts again on December 27, 2023 and provided my CC number and received a confirmation of Order #***********. Still have not received the parts, my CC was not charged. I have sent several emails inquiring about my order, but never receive a reply. I would really like to have the parts.

  Business response

  03/18/2024

  We do see the order, however, the item persists as unpaid and therefore why the product is not shipping. A phone call directly to Greyline is the direct path to finalizing this. Thank you.

  Customer response

  03/26/2024

  I have never heard from the company, it is not resolved.

  Business response

  06/14/2024

  Customer is correct. We've contact him directly. He did attempt to order and we did not process the order or payment. We are sorry for any inconvenience on the parts order. The system still says, "unpaid order." Fast forward to today to address this and see now that we are out of stock on those parts. We have offered to notify him when they come available and to explore other options as well. Thank you for your understanding!

• Initial Complaint

  02/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Date of order: July 31, 2023 Money that I paid $2099 total, value of MFJ 998 RT shows $899.00 What was the business commitment to provide you: To provide 2 items total bundled in one order. Qty one 28 vertical antenna which was received, and qty one MFJ998RT which has never been shipped or received. Two items bundled on one order. Greyline Performance commitment was to provide 2 items and not charge until order was fulfilled. This order shows fulfilled on September 5, 2023. Greyline has never provided the MFJ998RT valued at $899.00.Nature of the dispute is: Failure to provide product purchased and paid for. Failure to provide feedback or resolution to customer. Lack of customer support, failure to provide accurate account status Whether or not the business had tried to resolve: As of 2/6/2024, Greyline Performance has made no attempt to resolve since the original date Greyline Performance was notified (09/10/2023) of the missing item Account, order number # ****-3-2412 July 31, 2023 Attached document provides further detail, order, last chat log documenting that product is in stock, notification to owner and shipping department to fuffill. no correspondence of follow through by GreyLine Performance

  Business response

  06/26/2024

  This account shows "refunded." We have contacted the customer directly to verify. Apologies for any error, we will push to resolve asap. Thank you.

• Initial Complaint

  01/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Iin October of 2023, I ordered a 24' Flagpole antenna with 300watt MFJ antenna tuner.I paid $1329 for this package.I recieved the antenna kit after aboout 5 weeks but no antenna tuner.since then I have been in contact with many folks at Greylline and they kept assuring me that I would get an email when it shipped and it should be in a few days and that the suppliers have been having issues.Since December, ********* has stopped responding to ANY of my attempts to contact them.No emails, I have left numerous ****** messages and submitted many requests on the website but I have not had a response at all not even the usual :"oh you should get it soon"I have even left messages asking for a partial refund OR if they had the smaller tuner ready to go sooner then I would accept that without a compensatory refund.I have gotten no response at all, I am thinking I am out a lot of money.My next step will be through my credit card company I guess...I no longer even want this antenna...I am just totally soured on a company that behaves like this.I truly believe they have given ************* a black eye.

  Business response

  04/10/2024

  We do see the order placed 10/12 was delivered 10/23. The customer is correct, our apologies. The order was marked as completed and upon further review do see the *** was not delivered. We will contact the customer and process a refund.

  Customer response

  04/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

  Customer response

  06/26/2024

  I would like to follow up since I still have not gotten a resolution of either the missing product or a refund and the business does not respond to inquiries made on the website via the ticketing system OR voicemails.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 29 SEP 2023 I placed and order for a 20' HOA Flagpole Antenna + *** ATU No radials Stealth HF Vertical antenna plus a Coaxial Lightening Arrestor. On October 10, 2023 I received the 20' Flagpole Antenna, but not the *** ATU or the Lightening Arrestor. My credit card was charged $1138.00 which should have covered the antenna plus the **** I queried Greyline and was informed the tuner would be shipped separately. To this date, it has not. Multiple followup queries to Greyline regarding the missing ATU have resulted in no responses. I would like the remaining parts of my order cancelled and a refund for the undelivered but paid for ****

  Business response

  03/20/2024

  The customer is correct. We delivered the antenna and overlooked the *** shipment. We see the error and have corrected the issue as the tuner is tracking to his QTH now. Thank you.

  Customer response

  03/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   I received the missing tuner.  While Greyline has a quality product, their hit or miss customer service is very frustrating.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a 20 foot flagpole antenna with the understanding that a flag kit would be included which it was not After multiple attempts to contact the seller I still have not received a response.Additionally, all components came unlabeled and were delivered in a haphazard manner in the packaging where I had to rely on multiple ******* videos to figure out which part connected with the another.I would definitely avoid doing business with this company as customer service is lacking as revealed in the other reviews and is poorly run

  Business response

  01/03/2024

  The customer received exactly what was ordered and of course we can quickly resolve this. 

  So, let's see, you ordered the "20' HF Vertical Antenna" yeah, that's not a Flagpole Antenna. You'd have needed to order a Flagpole Antenna to trigger a Flagpole shipment. Oops!

  No need to worry though, it's happened before and it's an easy fix. You can order the Flag-Kit and within a few days your antenna is the "stealth" patriotic masterpiece the family and friends will love.

  Now, onto the assembly maze It appears we do not have an email on file for you or communication since the order back in October. Hmm, so this is why you did not receive our emailed list of Assembly Documents that other buyers receive at purchase. Sorry about that.

  But fear not, we've got a not-so-secret stash of assembly tips, documentation, and ********worthy reviews to save the day. Click the "Assembly Documents" link at the bottom of our site. You'll be flying the Old Glory in no time.

  If documentation isn't your thing, the package included just 5 total sections with all the hardware attached. We hope you liked the added touch of plastic bagging each part for you. Keeps things neat, right? How about a challenge? We think you can build this high quality Flagpole in 15 minutes or less. Grab your stop watch and have some DIY fun!

  I'm genuinely sorry for any frustration this caused. We didn't mean to leave you hanging without a radio signal. Again, for really fast service, drop us a line by phone or email. We talk to radio ops every day and we are here for you. This hobby is fun for us, because it's fun for people like you. Best 73 Greyline

• Initial Complaint

  12/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a 28 ham radio antenna and a Greyline ** Choke, 500 Watt PEP, Mini Line Isolator from Greylineperformance.com. I received the antenna but not the ** choke. I have contacted and attempted to contact them on at least five occasions by email, phone and on their but they refuse to send the missing item. The only response to my request to sending the part was them saying they sent everything. From now on I video every high dollar item I order thanks to this company. I recommend anyone ordering from them do the same. In my opinion this is an untrustworthy company. I just hope I didnt wast my money with the antenna.I am waiting for them to send the item but have the feeling it will never arrive.

  Business response

  03/04/2024

  We regret this order ended up on orphaned on this complaint board. Records show the antenna arrived at the customer address quickly, apparently without the additional choke. Sorry about that. The antenna shipments contain an RF choke by default, plus everything needed to get on the air. Looking closer, the customer notified us of his requested refund with his CC. We hope he is on the air and having a great time, and will follow up with him directly. We are honored to serve our peers for 7+ years now. Thank you.

  Customer response

  03/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided I receive the additional choke I ordered or am issued a refund.   I look forward to hearing from them.
  
  Sincerely,
  
  *******************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Greyline Performance Antennas on or about November 27, 2023. My order was for a 4 foot extension to my existing antenna. I received a message from the company the next day stating that my order was on its way. A tracking number was given to me which I continued to check on for the next week. In each instance the response was that the receiving facility was waiting for the item to be shipped. After one week I reached out to the company by sending a message on their website. One week later On December 10th I had still not received a reply. I tried again today by calling a supplied phone number and received a recorded response. I also sent a text to the phone number with no response.The reason that this concerns me so much is that a similar problem took place around 2 years ago and it was over a month before I received my order. I told them that I will only be at this location for another 2 weeks and will be gone for 4 months. The company's website shows their business location to be in ************* *****. However ****** maps shows this location to be a post office. I found another business location in ****** *****, but this address is a *** shipping location. I also note that in the last 3 years there has been 46 complaints against Greyline. In all probability my shipment will not show up before I leave my present location in 2 weeks. I note from looking at the complaints filed that some customers wait months for their orders and even then there are items missing. The inability to be able to communicate with this company in any way shape or form in a timely manner is inexcusable in my opinion.

  Business response

  12/19/2023

  Tracking shows this item was ordered and shipped to the customer during our holiday rush, and arrived on the doorstep. We are happy to replace the item, we offer a 100% replacement guarantee. Contact us directly for this. Note: really old models may find a tighter fit as we have beefed up the antenna over time. We can help. Contact us directly for much faster reaction times. *We have reached out to this customer*  Thank you! Merry Christmas. 

  Customer response

  12/20/2023

   
  Complaint: 20992721
  
  I am rejecting this response because:  I was finally able to speak by phone to a customer representative several days ago.  I explained to the individual that I had placed an order around the 27th of November and that I had received a tracking notice the next day that said it was on its way.  2 weeks later it had not yet been shipped.  I suspect I was speaking to the owner of the company and he put me on hold and checked on the order.  He came back a short time later and told me that the people in shipping had misplaced to order and that he would send it the next day which he did.  At no time did he blame the (Holidays) for the significant delay.  Today December 18th I tried to install the antenna extension and found that the outside diameter of the inner sleeve is too large to fit into the previous antenna section.  They claim that they have beefed up the antenna and that is the reason for the mismatch. The fact is that the sleeve would have to me 1mm smaller in diameter in order to fit.  I messaged and called the company today and received no response other than a recording.  This entire experience is identical to the experience I had with this company 2 years ago.

  
  Sincerely,
  
  ***********************

  Business response

  02/20/2024

  We believe this complaint was originally about the speed of the 4' extension shipment, to his existing antenna, which was delivered during the holidays of 2023. Therefore, It does now appear that this complaint has extended into a fit issue. This is possible with our oldest models as they were at times, hand-customized to fit. We are sorry about that. Those were the good ole days. In recent years we've created a precise sizing-schedule that fits between the various iterations that avoids this less-than-common issue. We have advised the buyer to contact us directly with his wish in the matter. We do want this customer having fun too.

*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. ↩