Quality Tune-Up Shops #50

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 However, I do recommend that Inter World Highway LLC update their TEquipment.net website to clearly indicate items that are out of stock so customers don't commit [redacted] funds for items that are not available for timely shipmentInter World Highway should also prioritize the issuance of refunds for items that are cancelled due to this issueWhile I understand that [redacted] captures funds immediately, it is Inter World Highway's internal decision to delay [redacted] refunds for up to hours, and it is disingenuous to tell customers that the delay is due to " [redacted] policy." Inter World's Highway's delay in issuing my refund felt unnecessarily punitive, and resolving this issue wasted a great deal of my timeI will do not do business with Inter World Highway or any of their affiliated companies in the future Regards, [redacted]

On 2-10- [redacted] called in to have his order cancelledOur shipping group did not see request and shipped the item right away We have submitted the order for a full refund as we cannot change quantity packagingI have made several attempts to contact [redacted] to correct the issue however his phone number rings to a fax lineIn addition he has not responded to my emails either We would be happy to do whatever we can to make [redacted] a happy customerBrian M [redacted] Call Center manager

In regards to the [redacted] complaint, we value all of our customers no matter how big or small the organization or the orderOur objective is to deliver the products as quickly as possibleWe did receive five phone calls, not as stated in the complaintCall 1: On July 11, called at 4:43pm EST call duration 7:secondsCall 2- On July 14, called at 2:pm EST call duration secondsCall 3- On July 14, called at 3:03pm EST call duration 5:Call 4- On July 14, called at 5:10pm EST call duration 18:Call 5- On July 15, Ms [redacted] called at 11:34am EST call duration 12: On 7-12- [redacted] called in and requested a quoteWe provided Mr [redacted] with that quoteThe following day we sent the additional quotes requested for Mr [redacted] review On July 15th [redacted] placed his order ( [redacted] ) for an inch Hitachi board along with a short throw projector, Hovercam, wireless tablet, and HDMI cableThe comments with payment information indicated “Please Deliver after August 1st” This order requires freight delivery due to its massive size which was indicated on the order confirmation email delivered on 7-27-1:50pmWhere comments to deliver after August 1, were also includedOn 7-27-we sent notification to Jenine [redacted] email [redacted] with estimated ship dates for each itemDue to the variation of brands we cannot ship everything all together as they come from different parts of the world and at times are required to go through customsWe did utilize [redacted] where we could to speed up the processOn 7-28-we emailed Ms [redacted] confirmation of shipment with tracking for the HDMI cable and tablet7-29-we sent another email confirming shipment with tracking for the Hovercam 8-1-we sent another email confirmation with tracking for the Hitachi inch board8-2-we sent an update for the Short throw projector with mounting bracket stating that these products were backordered being delayed until 8-22- We made the adjustment to obtain the same projector without the wall mount and then obtain the mount from another source in order to acquire the equipment sooner8-4-2016-We sent the update for the projector at 10:56am and the mount at 2:56pm In summary, we sent confirmation of the order with details on when each item would be shipped and also sent updates for the item that was in transit from ChinaIn addition we were able to get the item prior to the updated ship date We cannot control customs and did everything we could to fill the order as quickly as possible

We understand that everyone wants to obtain the best deal when shopping online. Interworld Highway LLC believes in delivering exceptional results with price and customer satisfaction. This specific marketing design was put in place to make sure that everyone in the marketplace
knows there are many programs that allow different discountsSome even up to 50% off MSRP. The ad verbiage reads, “Up To 50% Off All FLIR EquipmentHuge StockFree Shipping, Buy Now!” It does not specify this unit, the MR160, it just states the unit is on saleSome of our products are 30% off, some are more and some are less. When you click the ad link it brings you to our website directly to this unitOn the left hand side is a button which says “Live Chat” which could have been used to contact us until 9pm ESTOur toll free number is also at the top of the websiteWe aim to deliver the best price for all consumers, especially our military, law enforcement, and education institutions. We would welcome the opportunity to work with anyone to match or beat any deal that a consumer finds. We would be more than happy to reach out to this consumer regarding a discount on the unit so he may experience how Interworld Highway LLC can deliver an amazing experience.Sincerely,*** M***

On 2-10-2017 [redacted] called in to have his order cancelled. Our shipping group did not see request and shipped the item right away.  We have submitted the order for a full refund as we cannot change quantity packaging. I have made several attempts to contact [redacted] to correct the issue...

however his phone number rings to a fax line. In addition he has not responded to my emails either.  We would be happy to do whatever we can to make [redacted] a happy customer. Brian M[redacted] Call Center manager

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.
However, I do recommend that Inter World Highway LLC update their TEquipment.net website to clearly indicate items that are out of stock so customers don't commit [redacted] funds for items that are not available for timely shipment. Inter World Highway should also prioritize the issuance of refunds for items that are cancelled due to this issue. While I understand that [redacted] captures funds immediately, it is Inter World Highway's internal decision to delay [redacted] refunds for up to 48 hours, and it is disingenuous to tell customers that the delay is due to "[redacted] policy." Inter World's Highway's delay in issuing my refund felt unnecessarily punitive, and resolving this issue wasted a great deal of my time. I will do not do business with Inter World Highway or any of their affiliated companies in the future.
Regards,
[redacted]

Please accept our apologies for this inconvenience.This order was paid in full upon processing as noted in the complaint details, however was paid via [redacted] not credit card. There are two different policies being referenced and I believe this can be easily cleared up.When paying through [redacted] ~...

[redacted] secures funds immediately, in accordance with [redacted] policy, regardless of the vendor or item availability.When paying with a credit card, Interworld Highway / Tequipment’s policy is not to charge the card until items are available and ship to our customer.Interworld Highway issues refunds within 24 – 48 hours of cancellation of an order paid via [redacted].A refund has been processed in the amount of $569.88 against order #[redacted] and will reflect in your [redacted] account today by 3pm EST.

In regards to the [redacted] complaint, we value all of our customers no matter how big or small the organization or the order. Our objective is to deliver the products as quickly as possible. We did receive five phone calls, not 30 as stated in the complaint. Call 1: On July 11, 2016 called at...

4:43pm EST call duration 7:53 seconds. Call 2- On July 14, 2016 called at 2:59 pm EST call duration 52 seconds. Call 3- On July 14, 2016 called at 3:03pm EST call duration 5:42 Call 4- On July 14, 2016 called at 5:10pm EST call duration 18:30 Call 5- On July 15, 2016 Ms. [redacted] called at 11:34am EST call duration 12:26   On 7-12-2016 [redacted] called in and requested a quote. We provided Mr. [redacted] with that quote. The following day we sent the additional quotes requested for Mr. [redacted] review.  On July 15th [redacted] placed his order ([redacted]) for an 89 inch Hitachi board along with a short throw projector, Hovercam, wireless tablet, and HDMI cable. The comments with payment information indicated “Please Deliver after August 1st”  This order requires freight delivery due to its massive size which was indicated on the order confirmation email delivered on 7-27-2016 1:50pm. Where comments to deliver after August 1, 2016 were also included. On 7-27-2016 we sent notification to Jenine [redacted] email [redacted] with estimated ship dates for each item. Due to the variation of brands we cannot ship everything all together as they come from different parts of the world and at times are required to go through customs. We did utilize [redacted] where we could to speed up the process. On 7-28-2016 we emailed Ms [redacted] confirmation of shipment with tracking for the HDMI cable and tablet. 7-29-2016 we sent another email confirming shipment with tracking for the Hovercam 8-1-2016 we sent another email confirmation with tracking for the Hitachi 89 inch board. 8-2-2016 we sent an update for the Short throw projector with mounting bracket stating that these products were backordered being delayed until 8-22-2016.  We made the adjustment to obtain the same projector without the wall mount and then obtain the mount from another source in order to acquire the equipment sooner. 8-4-2016-We sent the update for the projector at 10:56am and the mount at 2:56pm.   In summary, we sent confirmation of the order with details on when each item would be shipped and also sent updates for the item that was in transit from China. In addition we were able to get the item prior to the updated ship date.  We cannot control customs and did everything we could to fill the order as quickly as possible.

Review: I am a disabled person,..I then took my service van to quality tuneup to repaired they have my service van since 10/02/2015. I no longer have any way for my electric wheelchair to go to my doctors appointment. Every time I go to pick up my service van the repair man Edwin told me that he sent the van to Dodge Chystler of Sacramento for a test that was in October. I have not had any service vehicle since. All he does is give me excuses about my service van.Desired Settlement: Provide with another service vehicle so I can get around in my electric wheelchair and doctors appointment.

Business

Response:

Thank you for your inquiry. We are pleased to provide you this response addressing the circumstances relating to the repair of this gentleman’s vehicle. As you will see, the outstanding care and service Quality Tune-Up provided to this individual went far above that which one would anticipate receiving from any vehicle repair facility. We at Quality Tune-Up are proud of our over thirty-five (35) years of quality auto repair service provided to the residents of the North Sacramento, Natomas area. While many local repair facilities have come and gone, today we often find ourselves servicing the vehicles of the children of our original customers. Simply put, we are committed to excellence and the care of our customers. This instance is no exception. We can understand the frustration of this disabled gentleman when his van of twenty-years was stuck is in a repair facility for an extended period of time, but that was caused by the nature of the vehicle’s complex intermittent electronic malfunction, exhibited only under certain operational driving conditions, which was very difficult to troubleshoot, isolate and correct, through efforts of not only our facility, but also through the efforts of the local Dodge repair facility with assistance of the manufacturer. During the time the vehicle was at the local Dodge facility, we assisted Mr. [redacted] by diligently monitoring the efforts of Dodge and keeping him informed as to their progress. Additionally, as a courtesy to him, we provided Mr. [redacted] with significant funds towards a rental vehicle during the time his vehicle was at the Dodge facility. He was not charged for any of the work completed by Dodge; and finally, we operationally tested and inspected his vehicle once Dodge was able to complete the repairs. A brief synopsis of the circumstance follows. This gentleman brought his vehicle, a 1996 Dodge can with over 100,000 miles, to our shop with complaints that it exhibited an intermittent malfunction of “cutting out” sometimes. Our road test duplicated this malfunction when driving the vehicle. It appeared only at certain operational speeds. Under other operational conditions the vehicle did not exhibit malfunctions. Detailed diagnostics were performed indicating a defective computer control module. This module was replaced, but, in vehicle road testing under driving conditions, the intermittent malfunction was again duplicated. In discussion with Mr. [redacted], he agreed to have his vehicle taken to a local Dodge repair facility, since the Didge dealer would have access to factory resources to assist in their troubleshooting and diagnostics efforts of what appeared at this time to be a complex electro-mechanical intermittent malfunction. We agreed to take Mr. [redacted]’s vehicle to Dodge, free of charge, as he is disabled and it would be difficult for him. We believed this was consistent with quality service and care we provide to our customers. We also advised Mr. [redacted] him we would cover any charges by Dodge. Dodge, in their diagnostic testing, duplicated our findings, and unfortunately, in their road test after completing work, also found the same intermittent malfunction present at certain speeds. Again, the intermittent malfunction could not be duplicated in the shop environment. The customer was fully advised of Dodge’s findings, and that Dodge needed further efforts to diagnose and isolate the intermittent malfunction. This was all agreeable to Mr. [redacted]. During this process with the vehicle at Dodge, on behalf of the customer, I made five separate trips to the Dodge repair facility to personally meet with the Dodge Service Manager concerning the status of Mr. [redacted]’s vehicle. On one visit I also brought my lead technician to assist in the meeting. Further, during the time his vehicle was at the Dodge repair facility, on behalf of Mr. [redacted], I made over 20 phone calls to the Dodge service manager to discuss the status of the vehicle. I promptly kept Mr. [redacted] informed with the status received from Dodge on an ongoing basis. The customers pejorative opinion expressed in his letter to you, “All he does is give me excuses about my service van,” is far from the truth. Unable to diagnose and isolate the intermittent malfunction, Dodge was planning to have a Dodge factory engineer come to the Sacramento Dodge facility to assist in troubleshooting Mr. [redacted]’s twenty year old van. Thereafter, we were advised by Dodge, that a repair technician staying overnight to troubleshoot (without interruption) successfully isolated the malfunction to a possible faulty low voltage electronic wire bundle. Then, after unwrapping the wire bundle and tracing out the signals on the individual wire, he found that two wires had insulation that was worn and signals present at certain operational speeds were shorting out causing the central processing unit to shut down. Once the worn and defective wires were repaired and the vehicle assembled back, it was road tested, and the intermittent malfunction could not be duplicated.After being notified by Dodge that they had completed repair, I personally picked up and road tested Mr. [redacted]’s vehicle to verify the malfunction had been cleared. I then drove the vehicle back to our Natomas shop to inspect the vehicle. This was completed, and on January 8, 2016, I called and notified Mr. [redacted] his vehicle was ready. Please note that the customer failed to disclose to the Revdex.com (Revdex.com) at the time he made his statement to Revdex.com material facts such that we had at that time, as a courtesy to him, paid him over two-thousand, three hundred dollars ($2,300.00) toward rental car expenses he might need while his vehicle was being repaired. Since then we have provided him additional assistance toward a rental vehicle. This is unprecedented. Here, the customer had a twenty-year-old malfunctioning vehicle with over 100,000 miles – there was no new car warranty, no service warranty, nor rental car insurance to provide a rental vehicle. We, as with other repair shops, do not provide a courtesy vehicle or provide rental vehicles to such customers having their car repaired. But her, because of this gentleman’s disability, and his being a member of our community, we tried to do everything we could to care for his situation. We gave him significant funds toward a rental expense (e.g., if he needed a vehicle for doctor’s appointments), and we spent significant time and effort to monitor his vehicle’s repair at the Dodge facility. In fact, as a courtesy, we even provided him and his caregiver with free turkeys on thanksgiving. Unfortunately, when contacting you, the customer, Mr. [redacted], was not forthcoming in relaying to you material facts about his situation; namely: 1) He failed to state that he agreed to have his van troubleshot and repaired by the Dodge facility, and he failed to state that he was given the choice to take it there himself or have us take it to Dodge on his behalf. (He agreed to the latter.); 2) The customer failed to state that he knew his vehicle was at the Didge repair facility (not ours) at the time he made his statement to the Revdex.com – his statement that he came by our facility to pick up his vehicle is untrue, he knew his vehicle was at the Dodge facility and he was receiving constant updates from us on his vehicle’s status; 3) He failed to state that during the time his vehicle was at Dodge that he only came by Quality Tune-Up to pick money towards a rental vehicle (which we graciously provided to assist him in his unique situation) – and he failed to inform the Revdex.com of the significant amount of money toward rental assistance we had already provided him; 4) Mr. [redacted] failed to tell you we were fully covering the cost of Dodge’s diagnostics and repairs at no increase of cost to him; and 5) Mr. [redacted] failed to advise the Revdex.com that we made multiple visits and multiple phone calls on his behalf to the Dodge repair facility and always thereafter promptly informed him of the status of his vehicle. Apparently, Mr. [redacted] was just frustrated at the loss of his vehicle at the time he, or someone on his behalf, made a statement to Revdex.com. But, while that might be understandable, it is disheartening that he chose to put us in a false light with the Revdex.com at a time when we were going far over and above to assist this disabled gentleman in getting his twenty-year-old vehicle, exhibiting a complex and difficult to isolate malfunction, repaired and back to him.The current status as of the time of this letter is that Dodge, with assistance from the manufacturer, has found and isolated the vehicle’s malfunction, and they have completed the repair. We have test driven and inspected the vehicle after Dodge’s repairs. Finally, we notified Mr. [redacted] on January 8th that his vehicle is ready for pick-up without any additional charge for the services performed by the Dodge. We have also informed the customer that Dodge is warranting the work they did. Mr. [redacted] has yet to pick up his vehicle as of the date of this letter.Thank you for the opportunity to respond to your concerns. Sincerely,[redacted]General Manager