Neutral Neo-garage

Hoping not to get flamed for this but I've exhausted all options available.

Here the long story short but still long.

I ordered and paid for a set of Icon RXT springs back on Aug 3rd, found out a few weeks later that they were backordered so I decided to let the system work and waited. At that time Roman @NEOGARAGE kept up with emailing me back promptly so no real complaints. After 6 months of waiting I asked for a order update and was told they were receiving 2 sets so within a 24 hrs I paid for the shipping fee (Jan 5) and waited. Jan 26th rolls around and I ask for an update and Roman tell me they got screwed over again and didn't recieve them and that he would process my refunds. Fast forward to Feb 18th I finally get a refund for my shipping cost after multiple emails, voice-mails, intagram, Facebooks messages, website contact and calls but never got a response. Ever since then until this day I've been emailing and calling weekly and haven't gotten anywhere with this and for the record I've been asking for either an update on the springs or a refund.
I didnt expect this type of customer service for someone supporting the Raptor community and a vendor. I also called their shop and Roman's number before posting this. I hope no one else gets this kind of service. I have all my emails and phone records saved (20 phone calls no pick ups)
I probably went in circles for a bit but its stressful when $1330 just go missing and a company ghosts you for lack of a better term.

Lugathor said:

Hoping not to get flamed for this but I've exhausted all options available.

Here the long story short but still long.

I ordered and paid for a set of Icon RXT springs back on Aug 3rd, found out a few weeks later that they were backordered so I decided to let the system work and waited. At that time Roman @NEOGARAGE kept up with emailing me back promptly so no real complaints. After 6 months of waiting I asked for a order update and was told they were receiving 2 sets so within a 24 hrs I paid for the shipping fee (Jan 5) and waited. Jan 26th rolls around and I ask for an update and Roman tell me they got screwed over again and didn't recieve them and that he would process my refunds. Fast forward to Feb 18th I finally get a refund for my shipping cost after multiple emails, voice-mails, intagram, Facebooks messages, website contact and calls but never got a response. Ever since then until this day I've been emailing and calling weekly and haven't gotten anywhere with this and for the record I've been asking for either an update on the springs or a refund.
I didnt expect this type of customer service for someone supporting the Raptor community and a vendor. I also called their shop and Roman's number before posting this. I hope no one else gets this kind of service. I have all my emails and phone records saved (20 phone calls no pick ups)
I probably went in circles for a bit but its stressful when $1330 just go missing and a company ghosts you for lack of a better term.

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Sorry to hear about your bad experience. I wish there was more honest postings like yours before I did business with Roman. I too had a bad experience after spending over $6,000 in Raptor MODs, I have since moved on and having outstanding customer service with very knowledgeable recommendations with Nick at Apollo Optics. Getting ready to purchase R1 Concepts BBK. Give Nick a try.

Todd Turbo S said:

Sorry to hear about your bad experience. I wish there was more honest postings like yours before I did business with Roman. I too had a bad experience after spending over $6,000 in Raptor MODs, I have since moved on and having outstanding customer service with very knowledgeable recommendations with Nick at Apollo Optics. Getting ready to purchase R1 Concepts BBK. Give Nick a try.

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I've been waiting because I'd hate to bad mouth a man's business but at the end of the day thats why forums like this exist so we can help each other out. You generally expect to get bad service from customer service reps but the owner himself. I've never had the feeling of being ripped off this. I was going to settle on a simple yes or no you're not getting your money or product so I can move in the right direction but its outside of PayPal 6 months to dispute because I trusted them. I read a review online about this happening to them too on the BBB website. I'd give Nick a try but with my luck I would get 2 sets in the mail.

That's horrible to get treated that way. Hope it works out somehow, damn!

Lugathor said:

Hoping not to get flamed for this but I've exhausted all options available.

Here the long story short but still long.

I ordered and paid for a set of Icon RXT springs back on Aug 3rd, found out a few weeks later that they were backordered so I decided to let the system work and waited. At that time Roman @NEOGARAGE kept up with emailing me back promptly so no real complaints. After 6 months of waiting I asked for a order update and was told they were receiving 2 sets so within a 24 hrs I paid for the shipping fee (Jan 5) and waited. Jan 26th rolls around and I ask for an update and Roman tell me they got screwed over again and didn't recieve them and that he would process my refunds. Fast forward to Feb 18th I finally get a refund for my shipping cost after multiple emails, voice-mails, intagram, Facebooks messages, website contact and calls but never got a response. Ever since then until this day I've been emailing and calling weekly and haven't gotten anywhere with this and for the record I've been asking for either an update on the springs or a refund.
I didnt expect this type of customer service for someone supporting the Raptor community and a vendor. I also called their shop and Roman's number before posting this. I hope no one else gets this kind of service. I have all my emails and phone records saved (20 phone calls no pick ups)
I probably went in circles for a bit but its stressful when $1330 just go missing and a company ghosts you for lack of a better term.

Click to expand...

I responded to your email last week.... it was saying we are finally getting them in and shipping by 3/07, which they’re here and on track to ship finally.

It’s been an absolute headache with Icon, and if you hear about our only negative reviews the last few months it’s only related to icon leaf springs that have been out of my control to get.

I will email you again in the morning regarding this.

Todd Turbo S said:

Sorry to hear about your bad experience. I wish there was more honest postings like yours before I did business with Roman. I too had a bad experience after spending over $6,000 in Raptor MODs, I have since moved on and having outstanding customer service with very knowledgeable recommendations with Nick at Apollo Optics. Getting ready to purchase R1 Concepts BBK. Give Nick a try.

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You are mad at me over a $40 set of wheel locks that I told you to keep and I would even refund them still.

You were adamant to send them back and receive a refund and turned it on me somehow. I don’t see the issue with how I was trying to resolve this.

I've been checking my email daily. Inbox/Junk and I got nothing. You have sent me emails in the past @NEOGARAGE and they didn't get send until you sent it again like the shipping invoice. Or there's someone else having the same issue. Either way I've been practically begging for over a month now for a warm and fuzzy. I looked like a crazy ex girlfriend with the emails and phone calls, and social media but in the end I get it. I don't but I'm saying it anyway. You guys really should set up your shop voice-mail tho.

NEOGARAGE said:

I responded to your email last week.... it was saying we are finally getting them in and shipping by 3/07, which they’re here and on track to ship finally.

It’s been an absolute headache with Icon, and if you hear about our only negative reviews the last few months it’s only related to icon leaf springs that have been out of my control to get.

I will email you again in the morning regarding this.

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@NEOGARAGE I'm still waiting for that email.Order status hasn't changed and no tracking info. I don't know if its an email issue or if I'm SOL.

Update. I got a response shortly after and order is being shipped.