CarMD.com

Hello ***, Customer returned our calls yesterdayI explained I would issue him a full refund and to look at his email for confirmationI have attached prepaid label I sent to the customerOnce the unit is in route a refund for the full amount, including his original shipping cost will be issued to his *** Customer accepted this Please let me know if there is anything else you require Thank you,

From: < [redacted] > Date: Thu, Jan 30, at 5:AM Subject: Compliant ID [redacted] To: [email protected] Regarding the above listed complaint The problem has been corrected, I believe it may have been my equipment or my problem logging in Sorry for the problems I may have caused Thank you for your time [redacted]

Dear *** ***,
First and foremost, I would like to thank you for the years you have been a CarMD customer, and would like to apologize on behalf of CarMD for your inconvenience
We have used all the tools at our disposal to locate the
E-mail
you sent us as you previously stated, but we have no records of itWe tried contacting you via the number you provided on January 30th at 14:05, but the calls kept getting disconnectedWe also attempted contact via E-mail, but have not received a reply from you
We checked your CarMD account, and noticed you were able to
create a diagnostic report for your Chevrolet Malibu on January 29th Should you require any assistance please feel free to contact us directly at the information provided to you through the E-mail we sent youHowever, should you decide to call the 888-692-number, press on the
first prompt for English, on the second prompt, and again on the third
prompt to be transferred directly to a customer service technician
Thank you again for your time
*** **

Hello [redacted],
"">
Customer returned our calls yesterdayI explained I would issue him a full refund and to look at his email for confirmationI have attached prepaid label I sent to the customerOnce the unit is in route a refund for the full amount, including his original shipping cost will be issued to his [redacted] Customer accepted this
Please let me know if there is anything else you require
Thank you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
The product is NOT as advertised All I want is my money back and they can have the CarMD  back
at their expence.
Regards,
[redacted]

From: <[redacted]>
Date: Thu, Jan 30, 2014 at 5:00 AM
Subject: Compliant ID [redacted]
To: [email protected]
Regarding the above listed complaint.
The problem has been corrected, I believe it may have been
my equipment or my problem logging in.
Sorry for the problems I may have caused.
 
Thank you for your time.
 
[redacted]

Mr. [redacted] was not able to diagnose why his turn
signal and the brake lights both go out when the brake is applied. Mr. [redacted]
tried to use our Car MD device to...

diagnose this issue but was not able to get
any trouble codes from the vehicle. We contacted Mr. [redacted] and spoke to his
wife.
We contacted Mrs. [redacted] on 12/29/2014 at 10:29
a.m. PST. At this point we were trying to explain to Mrs. [redacted] how the tool
functions and retrieves information from the vehicle. We explained to the customer
that a vehicle stores fault codes when the check engine light is on and that
our tool then retrieves those faults codes to provide a diagnosis. As we began
to explain to Mrs. [redacted] that the issue with the turn signal and brake light
did not trigger an error code the call was dropped.
We were able to return the call to Mrs. [redacted] at
10:33 a.m. PST because we were under the impression that the call was dropped.
Shortly after introducing ourselves and explain that the call may have been
dropped Mrs. [redacted] only responded I don’t want to talk to you anymore and
hung up. We did not get a chance to explain to Mrs. [redacted] that our technical
support was not 24/7 nor provide further details regarding the present issues
with the vehicle. Our customer service and technical support department is available
from 9a.m. to 5p.m PST Monday through Saturday.

We have reviewed the response made by
[redacted] and have done research to determine where the miscommunication
occurred between our products advertising and Mr. [redacted]. We have researched
our authorized retailers and concluded that the product is advertised as “diagnose
dashboard warning lights.” Our Amazon listing states “find out why your car’s
check engine light is on.” Two of our HSN listings have similar wording in
their product description “never get stumped by a check engine light again” and
“checks your engine for hidden problems within seconds.”  
Based on the two reports that were
created by Mr. [redacted] on 12/19/2014 and 12/21/2014 there was no check engine
light or any trouble codes stored in the vehicles computer.  We did attempt to communicate with Mrs.
[redacted] but she refused to speak with us. This
took away the opportunity for us to inform Mr. and Mrs. [redacted]
that the Car MD may also provide helpful information about possible TSB’s. After
reviewing our campaign we found that our normal business hours are only
advertised and not 24 hour service. We are available Monday through Saturday
from 9a.m. to 5p.m at ###-###-####. We encourage that Mr. or Mrs. [redacted]
contacts us if there are any further confusion regarding this issue. Our team
of representatives will be glad to clarify and seek alternatives for the
present issues. Please reference this number CSR #[redacted] at the time of the
call.