Repair SurgeReviews of repairsurge.com

Response from Repair SurgeNov 13, 2023

Thank you for this message. We were able to locate your purchase on November 10. Based on the email you used during your purchase, we don't seem to have received any messages from you (no emails, support tickets, or information about the credit card issue you mentioned here). We take customer support seriously and we would've been glad to assist you if given the opportunity. That would include helping with any product-related issues, or issuing a refund if needed (if we didn't have sufficient information for your vehicle, for example). It's unfortunate that we weren't able to provide that assistance. Regarding the issue with your credit card, it's very unlikely that using our site caused your card to be compromised. All payments on our site are processed by one of the largest credit card processors, and they are the ones who handle your card information and process the payment. We don't have the ability to store your credit card details even if we wanted to, which we don't because of the difficult nature of PCI compliance. This is why like many other businesses, we utilize a credit card processor and pay them for the privilege. Our recommendation would be to contact your bank or card issuer so they can investigate what actually happened with your card. With regard to the product issue, we've initiated a refund of your payment since you weren't satisfied, and we weren't able to connect with you and provide assistance. You should see the refund on your statement within 5-10 business days. Please don't hesitate to reach out if we can assist with anything in the future.

Response from Repair SurgeNov 3, 2023

I'm sorry that our product did not live up to your expectations. Our coverage for most vehicles is very good, but sometimes we fall short. I'll do my best to address that and your other concerns, and also provide a resolution for you. We've been unable to reproduce the issues you described on the "Contact Us" page or the support portal. We've tested both and found them to be working normally. It's possible that this is an issue with your specific device or network, or possibly a temporary outage with our hosting provider. So that we can resolve this for you, please contact us directly at [email protected]. Once we have your details, we'll locate your payment in our system and provide a refund per our guarantee, along with any other assistance you may need.

Response from Repair SurgeAug 18, 2023

I'm sorry that we weren't able to live up to your expectations for our product. We're always working to improve our product, but sometimes we fall short. A lot of it has to do with the information that's available for different vehicles. Our coverage is typically very good, but when there's a problem, we'll do our best to resolve it for you. In this case, I've checked our support messages, and you don't appear to have reached out to us. We would have been happy to assist with this. To resolve this for you, I've located your payment in our payment system and issued a refund. You should see the refund on your statement in 5-10 business days. Regarding "previews" of the service information, unfortunately we aren't able to just give the information away without any payment, which is what free "previews" would do. Our licensing agreements don't allow this even if we wanted to do so. All of that being said, I'm truly sorry that your experience with our product wasn't satisfactory. Please check your statement for your refund, and let us know if we can be of any further assistance!

Response from Repair SurgeAug 18, 2023

Please contact us at [email protected] so we can look into this. We're unable to locate any purchase under the name we have been provided for this review by Trustpilot. We're also not seeing any support requests associated with this name. The statement that there's no information regarding support is not accurate. There's information regarding support on our website's main contact page. On that page, you can contact us using a support form, or you can find our support email and email us directly. Also, for paying customers our "help center" can be accessed when signed in, which provides the ability to submit a support request and see our replies. Based on this, I suspect that you might be confusing us with another site, but if not, please contact us so we can locate your purchase and assist you further.

Response from Repair SurgeAug 18, 2023

I'm sorry that your experience with our product wasn't satisfactory. There are occasions when the information we have for a particular vehicle isn't sufficient. While it's rare, that may be the case here. It's also possible that you just needed assistance using the product and locating information. We would have been happy to assist if we had been given the opportunity, or to resolve this for you with a refund if not. I was able to locate your purchase in our payment system, including your email. Based on that email, I've been unable to find any messages from you in our support emails, our website's contact form messages, or the messages in our support ticket system. I'm also not able to find any messages (from that email address or any other) when I search using your name. From what I see in our payment system, your most recent payment was declined and you were not charged. We also do not have you set up to be charged again in the future. All of that being said, if we can be of any further assistance, please contact us directly at [email protected] and we'll be happy to assist you.

Response from Repair SurgeAug 19, 2023

I'm sorry that the information we had for your vehicle didn't live up to your expectations. Please reply to our information request from Trustpilot, or contact us directly at [email protected], so we can resolve this for you.

Response from Repair SurgeAug 18, 2023

Thanks you for your feedback. We are currently showing zero unanswered support tickets, so it appears something went wrong here. Please contact us at [email protected] and we will resolve this for you.

Response from Repair SurgeAug 18, 2023

Thank you for your feedback. I'm sorry our product didn't live up to your expectations (and also for any misunderstanding about needing to pay for the product). Sometimes the issue is just needing some assistance to use the product. There is definitely more information than just links to parts providers. Parts information and diagrams would typically be the first item in the menu, with the rest of the menu being service procedures, component locations, wiring diagrams, and so on. However, there are cases where the information we have for a vehicle isn't sufficient. In those cases we will resolve it for the customer with a refund. Looking in our support system, I see that your support rep did resolve this issue to your satisfaction. Please don't hesitate to reach out to us if we can be of any assistance in the future!