ComplaintsforMonster Clutch Co

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased 12/18/23 They have a 1 year warranty, they would not honor it saying it was my fault the clutch failed. I called them and told them I spun a bolt (NOT REMOVED) and they told me over the phone (on recording) that it was fine unless I loosened the bolt. They told me I should have sent the clutch back, no where in the phone call did they tell me to send the clutch back to be repaired and fixed. Then they are saying if I spun the bolt its my fault, my question is if they knew this would have caused failure to the product why not just say send it back when I got on the phone and told you I spun a bolt.And when I sent the product back they first response was the product bolts was taken out that was the cause of the failure. No bolts were taken out before install only one bolt was spun. The bolts were taken out when the clutch messed up and I had to realign the product disc back together to send it back to them for testing. One of the disc in the pressure plate was not centered and it is the only way of fixing it.

  Business response

  08/06/2024

  You tampered with hardware that should not have been tampered with - this is outlined in the instructions and was communicated with you via the recorded call we sent you in your tech support ticket. In that call we told you that if you did indeed tamper with that hardware you needed to send it back to us to replace that hardware or there will be a failure. 

  As stated to you then, we cannot force you to send something back to us. The failure was due to you tampering with hardware that is not to be tampered with, and is outlined clearly in our instructions - by your own admission you did this, this isn't covered under a warranty, which was explained to you in great detail in your support ticket.

  While I appreciate the BBB, they do not control nor dictate my companies policies or decisions - the issue in your situation was caused by you, not by us, and we will not be liable for things that we cannot control - we stated our case with you via your support ticket, complete with recorded phone calls that clearly have us telling you to send it back, etc. - you chose not to send that back to us, this decision by you ultimately led to the damages caused.

  If you have any other questions feel free to email the support staff or sales staff, we will not respond here beyond this.

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