Quick Wrench Automotive

March 30, REFERENCE NUMBER: *** To Whom It May Concern: This is letter is in reference to a customer complaint you received from individual, *** ** ***, regarding a Go Kart Sale from our business Quick
Wrench Automotive*** came into our office to inquire about purchasing a Go Kart for his children for Christmas in early DecemberAfter explaining all of our unit options, *** decided to purchase our Display/Demo model at a significantly reduced sales priceThis model originally sells for $1,+ tax and we sold him this unit for $1,even with a three month limited warrant. Prior to purchasing, the unit was test driven and *** was fully satisfied with the performance of the unit at that timeWhen *** brought the unit back to our office the first time, he complained of a squealing noise and said there was oil blowing out of the engineWe carefully assessed his concerns and test drove the unitDuring our assessment and test run, there was no oil blowing out of the engine and the squealing noise could not be duplicatedWe adjusted the oil level and explained to *** that we could not duplicate the noise*** took the unit back home at that time without asking about a return optionA couple days later, *** called and said the squealing noise was still occurring in first gearWe asked him to bring it back in so we could help himWhen he brought it back in again, we took the unit offsite to do numerous test drives through different terrains to try and duplicate the concernWe asked *** to come with us during this test drive to increase our ability to hear what he was hearing but he refused to come with us and he dropped it off insteadDuring hour of test driving, we were unable to duplicate the noise given our best effort through different terrains in first gearThere were even two of us that conducted the test drive together so we could test the different weight limits to see if that would make a differenceWe called *** to explain this to him and he came and picked up the unit and no charge was assessedAfter taking the Go Kart home the second time, *** returned back at our office with the unit within a few hoursHe said they rode it at home for minutes and in first gear it was squealing really loud We asked him a second time to please stay with us and come on a test drive to duplicate the noise since it only took a few minutes for him to hear it and he refusedWe took the unit on a third test drive for another minutes and again, we were unable to duplicate his concernWe called him again, and went through the same conversation and asked him to pick up the unit which he did*** returned to our offices for a fourth visit a couple days later and demanded a refund for the Go KartThis was the very first time he asked to return the unitHe said that he had damaged the Go Kart and therefore would be willing to pay a restocking feeWhen we went outside to assess the damage, the unit was covered in mud and there was a broken reflector bracketAt that point, he mentioned he had already contacted a lawyer about the situationWe explained to *** that we did our very best to duplicate his original concerns and with him refusing to participate in the test drive there wasn’t much more we could’ve doneWe told *** that we could contact the manufacture about returning the unit and we would let him know later that day if it would be possible given the situationWe contacted the manufacture and they have a strict no return policyAfter our internal assessment of the return request we decided in an effort to provide excellent customer service that we would accept the return with only a 20% restock fee even though the unit was damaged and required repairThe restock fee was an offer *** made when he asked us to return the unit and was agreed on by both partiesWe do not sell used Go Karts and therefore the company *** decided to keep the unit for his family’s personal use and has not had one concern out of itThe last concern we would like to address are the comments *** made regarding how he was treated when he was hereCustomer service is of the upmost importance to us and belittling customers in front of other customers is something we try very hard not to do and take very seriously. Due to the nature of our business we make it a priority to make our customers feel welcome and speak to them in a very professional mannerWe went above and beyond for *** at no charge for any of his repeat visits to try and find his concerns and take care of them as quickly as possible. Please accept this letter as our response to all of ***’s claimsWhile we are disappointed we could not meet his expectations, we took every measure possible to provide him with excellent customer service and a decent experienceIf you have any further questions regarding this situation or if any more information is needed, please contact the *** *** *** at ###-###-#### Thank you for your time, Quick Wrench Automotive *** ** *** ***
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