I purchased a warn winch almost a week ago (Janury 27th 2009) from 4 wheel online and then I received an email from the credit manager Sharon Burkhart from 4wheelonline.com complaining to me on how they can not confirm my physical address to ship it to. She then stated in an email, "after nine calls and as many reps" she finally got to talk to the right person at wells fargo about my physical address associated with the card and the order would ship soon.
So I went online to do some banking and I noticed three charges for $1587.59 making it a total of $4762.77. There were two extra charges that I never placed. So I immediately called the phone number listed on 4wheelonline.com website and told a sales rep named Albert of the two extra charges that they made by mistake and I then told him that he needed to have them removed immediatley because it was going to overdraft my account. He then responded, "no one is here right now to help you. They are at lunch." I then asked when they would be back and Albert then said in an almost hostile tone, "They'll be back when they get back." Now, I have my own business and I never would talk to a client this way especially if we charged their account three times for something that they only ordered once. So I said to cancel the original order and cancel the entire thing.
I called back a couple hours later because I never received a confirmation email of the ordner being cancelled and I needed them to refund the two extra charges that were wrongfully charged on my account due to the incompetence of the employees at 4wheelonline.com. I asked for a manager and I got to speak to Arturo. Arturo said that everything has been cancelled and the pending charges would fall off of the account in a day.
So the next day I checked online again and sure enough three charges of $1587.59 were still on there. So I again called 4wheelonline.com and asked for Arturo and he then acted almost irritated to hear from me again. He then said that it wasn't their problem since they don't have the money and it only takes "the push of a button" for Wells Fargo to reverse the charges. So I then called Wells Fargo and spoke with a manager. She assured me that it was the fault of 4wheelonline.com and to call them because they had not refunded anything to my account.
So I again called 4wheelonline.com back and asked for Arturo and demanded that they take care of the problem because they are going to cause me an overdraft fee because of the two extra charges that they charged me by mistake. Arturo then stated, "well, you should watch your account better." I immediately responded stating that there would not be a problem with my account if their employees didn't keep running my card for multiple fradulant charges. He then said to give it another day.
So again I gave it another day and sure enough the charges are still on my account and 4wheelonline.com has not refunded anything. I since have called and am told the Arturo the manager and Sharon Burkhart the credit manager are at lunch. Even if I call in the mornin or before closing they seem to be always at lunch. I have also sent a number of emails to both of the manager with no response. So long storey short I am still out of $4762.77 thanks to 4wheelonline.com.
My advice to any of you wanting to purchase anything from 4wheelonline.com is don't get caught in the trap that I did and order elsewhere.
The complaint has been investigated and resolved to the customer’s satisfaction.