Gabe F.
They ruined a 5 month journey of a life time
They ruined a 5 month journey of a life time. Here is how (lift kit review): : 1- I asked to ship the part to Mexico. They said that by the end of the day they were gonna make it possible. After about 1 month and two weeks (and multiple attempts to talk to them) they never sent the package to Mexico.As a result I flew to USA to pick up the part ($115 on shipping within usa + part taxes to import to Mexico + i had to check in the parts for the flights, not included the plain tickets) 2- Once I got the parts in Mexico, 4 different mechanics said that they were not gonna install the parts because they did not like the parts (In addition, there are other professionals that do not recommend lifts bigger than 1.5 inches for Prius) 3- I asked the instructions on how to install the parts (asked more than 10 times, maybe more than 20 times) so I could find alternative ways to install the parts. Its been 5 months and until today I have not gotten the instructions. Conclusion: I finished my 5 month journey (8500 miles + thousands of dollars invested) without the lift in the car, which was a major upsadt because it limited my capacity to visit the coolest places (which) was the principal goal of the entire trip). It is not over yet. 4- I reached out to them to return the part. They said they could only refund the part if I was not able to install it. I told them the story that I could not install it, which made me qualified to the refund according to their terms. I am waiting for their reply for more than month and I have tried to reach out to them multiple times. If I had gotten Priusoffroad lifts, I think everything would've been ok because they ship to Mexico and they don't hide installation instructions.
Response from PriusOverlanding.comDec 15, 2022
Thank you, Gabe, for taking the time to share your experience. We’re sorry to hear about the difficulties you encountered and want to address your concerns. Firstly, we apologize for any initial confusion regarding international shipping. Our policy is to ship within the United States, and while we explored options for shipping to Mexico, we couldn’t finalize this due to logistical constraints. We understand that your journey to pick up the part was an inconvenience, and we regret any miscommunication. Regarding the installation, we have made our instructions available online for all customers, along with links to video guides on lift kit installations specifically for the Prius. We strive to make the process as clear as possible, and our support team is always available for questions. If there was any delay in receiving these instructions, we apologize and are working to ensure smoother access to support materials moving forward. It’s worth noting that some mechanics may be less familiar with Prius-specific lift kits, as this type of modification is relatively new in the market. We recommend working with professionals experienced in Prius modifications, but we understand that finding such expertise can be challenging in certain areas. Our team remains committed to innovation and customer support. If there’s anything further we can do to resolve your concerns or assist with the installation, please reach out directly. We appreciate your patience and feedback as we continue to grow and improve our services. Thank you for the opportunity to address these issues.