Paymer And Phillips Inc.

12/19/ Client had seat heaters install in the standard way for todays vehicles, which for legal & safety reasons does not allow placing the heating element directly on the air bag occupancy sensorWhen vehicles have a sensor in the bottom, the left & right sides of
the seat bottom are heated instead of the centerThat was the case with this vehicleThe customer expressed their dissatisfaction with the installation and we asked what would make them happy and they said they would get back to us.They then responded with a request for a partial refund, and we agreed and sent partial refund check to them that day as per their requestWe could have removed the complete system & given a FULL refund if they requested, but they did notI do not understand the complaint as we gave them what they requested.Peter D

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  
The business has already responded in a way which we accepted.  (note: the reason we opted not to have the system removed was that there was a hole drilled in the side of the trim during installation, and the hole would've remained after removal. We did not wish to have a hole.). Therefore, my husband suggested a partial refund
 The business agreed to it within two days of original incident.  We feel the issue was resolved at that point
Regards,
[redacted]

From: [redacted] <[redacted]@[redacted].com>Date: Thu, Mar 17, 2016 at 8:31 AMSubject: For [redacted] (Paymer & Phillips Inc.) Laurel, MdTo: [redacted] <[redacted]@[redacted].com>, [redacted]@myRevdex.com.org, [redacted] <[redacted]@myRevdex.com.org>, Inquiries and...

Complaints <[email protected]>Greetings All and thank you for your attention to detail in finding resolutions. I was contacted this morning by Paymer & Phillips (Pete, [redacted]) who has agreed to reinstall a matching leather for my vehicle.I appreciate your hard work and attention to this matter.

Review: Had heated seats installed on driver and passenger seat of husband's 2015 [redacted] SE with padded cloth seats. Was not told until after the fact that they could not install on passenger base of seat due to airbag sensor. They installed on back and small side bumpers only (about 10% of seat covering) and charged us for the installation as if normal. We were not given the option to state whether we wished to proceed once the problem was discovered. We spoke to the owner afterwards to express our dissatisfaction and he told us that was how they always did it, and that there's the same amount of element as if they'd cover the bottom surface area entirely and that ambient heat would spread it through the entire seat surface. (To which I cry foul. Science shows that leather conducts but padded cloth does not. That's why we use padded cloth as oven mitts.) He told us that by the time they discover the issue it's too late because the seat is already apart and they can't do anything about the element layout at that point. If they had called us at that point to explain the situation, like good mechanics do, my husband would have told them to cease going forward and not to install on that seat. I'm not 28" wide at most places, so I don't even touch where the elements are located and derive no benefit. Our other mechanics have always called us when something has been unexpected to allow us to make a decision as to how we felt comfortable proceeding.Desired Settlement: Honestly, we'd have liked to have the option to not go forward and not be charged, but that's not happening at this point, and if we removed the element entirely, we'd have a hole in the side of the seat where they had placed the wiring/button, so removal wouldn't make us whole either. I guess at best a discount because the heated seat does not perform as promised and we were not given the option make the decision on whether to proceed with the diminished capacity for heating caused by the airbag sensor placement in the seat.

Business

Response:

12/19/14 Client had seat heaters install in the standard way for todays vehicles, which for legal & safety reasons does not allow placing the heating element directly on the air bag occupancy sensor. When vehicles have a sensor in the bottom, the left & right sides of the seat bottom are heated instead of the center. That was the case with this vehicle. The customer expressed their dissatisfaction with the installation and we asked what would make them happy and they said they would get back to us.They then responded with a request for a partial refund, and we agreed and sent partial refund check to them that day as per their request. We could have removed the complete system & given a FULL refund if they requested, but they did not. I do not understand the complaint as we gave them what they requested.Peter D

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.