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111 Salvage LLC

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Reviews 111 Salvage LLC

111 Salvage LLC Reviews (6)

This letter is in response to the customer complaint ID # [redacted] .The customer did purchase an engine from our company on 10-27-and we shipped the engine to himOn 11-11-the customer did call us and he explained that engine wasn't working properlySince the customer called within our day warranty, we explained to the customer that we would attempt to find a replacement engine for himOn 11-16-the customer did call us to follow up and he knew from the 11th to the 16th that we were attempting to locate him a replacementThe weekend also fell within this dates so we had business days to find the customer a replacementDuring the phone call on the 16th we explained to the customer that we were unable to find a replacement engine for him and as soon as the engine was ready for us to pick up, to call us and we would arrange freight pickupThe customer is indicating that we said there was no time limit on the return of the engineWe did not say this to the customerIn fact, we explained to the customer that we would refund his money and in order to initiate the refund, the freight would need to be ready as soon as possible due to the day warrantyWe attempted to call the customer before the warranty expired to explain that we hadn't heard from him and in order to initiate a refund of his money, we would need the engine back however we were not able to reach the customerThe customer did call us back on 3-7-to tell us the engine was ready for pick up and at this time we explained to him that he was far beyond his day warranty and we wouldn't be able to help him with a refund or pickup of the freightThe customer is far beyond his day warranty and no refund can be issuedPlease let us know if you have any questions regarding this matterSalvage, LLC [redacted]

Initial Business Response /* (1000, 12, 2015/12/11) */
We received the complaint that customer *** *** submittedThe customer did purchase an engine from us on August 18th, and came back to pay the remaining balance on August 25th, At this time, the engine was picked up by the
customerThe customer did ask us if we would be able to deliver the engine to the school and we informed the customer that we wouldn't be able to do this because we do not have drivers available to deliver enginesWe don't delivery engines to any customer simply because we don't have the resources to be able to do thisWe try to work with all of our customers that purchase engine or transmission from our company (within reason) however we simply can't work with a customer that is trying to exchange an engine that is an ADDITIONAL days out of warrantyIn the customer complaint, he states that we said, "Call us if you have any problems." To clarify this, we would tell any customer, "Call us if they have any problems and we will try to work with you within reason of the warranty time frame." In this particular situation, the customer picked up the engine on 8/25/and called into our office around late OctoberWe do not believe that this time frame is within reason due to it being an additional days beyond our warrantyOur warranty is a day warranty and this is signed by the customerWe are providing a signed receipt to show that we do disclose to all of our customers that the warranty is a day warrantyWhen you review the customer complain, in one paragraph the customer explains that he contacted our location LATE OCTOBER to provide the update about the engine being bad but in another paragraph the customer explains that he came to our office the FIRST WEEK of OctoberTo clarify the time frame, the customer notified us late October and we are not able to work with the customer because it's too far past the warranty time frameThe customer expresses in his complaint that we have a reputation for selling bad partsWe believe if this was truly our reputation we would have numerous complaintsTo address the customers desired resolution: We can't exchange the engine for another engine due to it being too far out of warrantyWe do make customers aware of our business practicesWe do disclose and have the customer sign an invoice before picking up any engineWe are providing the signed invoice that the customer signedWe are not able to take the engine back due to it being too far outside the day warrantyThe customers can inspect any engine that they purchase from us by a place/mechanic of their choiceWe have never said that this can't be done
If you have any additional questions, please call and speak with ***
Sincerely,
*** ***

To whom it may concern:   I have attached our response and other supporting documents for this case – CID#[redacted].   Please let me know if you need anything else.  [redacted]

Initial Business Response /* (1000, 5, 2015/05/05) */
Contact Name and Title: [redacted] Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@111salvage.com
We inform each one of our customers that they must have their original receipt for any refund. There are no exceptions. This is made...

very clear with each customer when they order or pick up any part from our business. We do business with approximately 450 customers on a daily basis and it's not our responsibility to keep track of their receipts. If a customer is returning a part or requesting a refund, the original receipt is required because it needs to be scanned into our POS System in order to tie the refund to the original transaction. No manual refunds are made. The customer is claiming that he provided a bank statement reflecting that he made a credit card payment and feels that this should be enough supporting documentation to prove indeed that it was 2 engines he purchased from us. This supporting documentation simply shows a dollar amount and does not reflect an itemized breakdown of what was purchased. We give all of our customers up to a year to return their core in order to receive a refund. If the customer is able to produce the original receipt, we will gladly refund the core charges. The customer also mentions in his complaint that he had problems with one of the engines that he purchased from us. We offer all of our customers a 30 day warranty on all engines and transmissions. If this customer would have contacted us within the 30 day warranty period, providing he had his original receipt, we would have gladly worked with him. If you have any questions, please call and speak with Management.

This letter is in response to the customer complaint ID # [redacted].The customer did purchase an engine from our company on 10-27-15 and we shipped the engine to him. On 11-11-15 the customer did call us and he explained that engine wasn't working properly. Since the customer called within our 30 day...

warranty, we explained to the customer that we would attempt to find a replacement engine for him. On 11-16-15 the customer did call us to follow up and he knew from the 11th to the 16th that we were attempting to locate him a replacement. The weekend also fell within this dates so we had 3 business days to find the customer a replacement. During the phone call on the 16th we explained to the customer that we were unable to find a replacement engine for him and as soon as the engine was ready for us to pick up, to call us and we would arrange freight pickup. The customer is indicating that we said there was no time limit on the return of the engine. We did not say this to the customer. In fact, we explained to the customer that we would refund his money and in order to initiate the refund, the freight would need to be ready as soon as possible due to the 30 day warranty. We attempted to call the customer before the warranty expired to explain that we hadn't heard from him and in order to initiate a refund of his money, we would need the engine back however we were not able to reach the customer. The customer did call us back on 3-7-16 to tell us the engine was ready for pick up and at this time we explained to him that he was far beyond his 30 day warranty and we wouldn't be able to help him with a refund or pickup of the freight. The customer is far beyond his 30 day warranty and no refund can be issued. Please let us know if you have any questions regarding this matter.111 Salvage, LLC[redacted]

I received a refund from the company in the amount of $625.76.  I am satisfied with this resolution and request the complaint be closed.

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Address: 2188 Highway 111, Granite City, Illinois, United States, 62040-6555

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