ComplaintsforRepair Surge

• Initial Complaint

  10/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've purchased a manual for my 2018 VW Tiguan. Prior to purchase, the product is advertised that provides Diagnostics and Troubleshooting, Vehicle and Equipment Recalls. Also, the website claims "Returns are accepted within 30 days". The only way to contact the seller is through a web form on their website or a link to the same form from the confirmation email. After contacting the seller, the following automated email message will be generated:"This is a heads up to let you know we got your support request. It's being reviewed by our support staff and you'll have a reply soon (usually 24 hours or less).If you need to add more information, you can reply to this email at any time."Unfortunately, that is all you are going to get and the seller does not respond to any comments or *********** summarize, the product is misrepresented, it is not worth the money, and there is now way to get your money back as promissed.

  

  Business response

  11/07/2024

  Thank you for reaching out to us through the BBB. We're deeply sorry that we fell short in responding to your support request. We investigated the issue and located your support request. We've issued a full refund due to not having sufficient information for your vehicle. This is rare but it can happen sometimes when providing information for over ****** vehicle models. The refund should appear on your statement within 5-10 business days. Again, we're truly sorry that we fell short here. Thank you for giving us the opportunity to resolve it, and please let us know if we can be of any further assistance.

  Customer response

  11/08/2024

   
  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.
  
  Sincerely,
  
  ********** *******

• Initial Complaint

  07/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company should be investigated for fraud. My issue is I spent $30 for a one year subscription to my vehicle service manual. I cant access the site content and if I do login and click Account, I get a page not found. Many people have the same issue. This site is all about selling you parts but there is nothing that a real service manual would have. Ive emailed them and havent heard back. Others said they called and the number was fake. I want a refund and hope someone can report them. This was the payment confirmation I received at the time. Payment Receipt This is a receipt for your Repair Surge manual purchase. If you have any questions, please contact support.Payment ID: *************************** Date: June 19, 2024 at 07:38 PM UTC

  

  Business response

  07/19/2024

  Thank you for bringing this to our attention. We've investigated the problem and issued a refund. Please allow us to clarify a few things. Respectfully, it's not accurate to say that many people have the same issue. During our 20+ years as a company, this type of issue has been very rare. When such a situation arises, we resolve it with a refund. We should also make it clear that we do not sell parts. Our product includes information about parts (OEM part numbers, price, and diagrams) for your own research purposes. Nowhere in our product are parts offered for sale. The last thing we'd like to clarify is that we don't currently provide phone support. We're not sure what you mean by "fake number" but there is no phone number listed on our website currently. The reason we don't provide phone support is that the vast majority of issues require some time to investigate. Because of this, a phone call almost always leads to a support ticket anyway, and just adds an extra step that slows down the process. All of that being said, because you ran into technical issues and you also weren't satisfied with the information we had for your vehicle, we issued a refund under our satisfaction guarantee. We're sorry that we fell short here, and we wish you the best.

  

  Business response

  07/19/2024

  This customer was refunded. Please advise on what we need to do next. Thank you.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered manual and I never received it

  

  Business response

  11/10/2024

  Hello, thank you for reaching out to us through the BBB. We've reviewed our support logs and located the messages related to your purchase. You were having trouble accessing your account due to an issue that occurred during signup. We fixed the issue and sent a reply indicating this. We didn't receive any further replies after that message. Because you still don't appear to have accessed the product, we've issued a refund. You should see the refund on your statement in 5-10 business days. Please contact our support team if we can be of any further assistance.

*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. ↩