360 Customs, LLC

Dear Revdex.com,
In regards to the complaint filed against us on 3/30/2014, with an ID of [redacted], we believe that this matter has been handled appropriately and [redacted] has been satisfied. However, please let me take the time to explain the situation.
[redacted]...

first dropped off his [redacted] to us in November of 2014. Our manager at the time took delivery of said vehicle, took the order from [redacted], quoted him, and agreed upon pricing and the work being done to the vehicle. Throughout this time, we were having issues with said manager not fulfilling customer's work within the quoted amount of time, however, no one else employed by us at the time knew what work was to be done to [redacted]' car, and the manager was supposed to handle everything. In February 2015, our company fired said manager due to him neglecting customer's work, taking cash from customers and depositing it into his personal accounts, and many more things. During February 2015, [redacted] also called to ask about his car, which at the time was still sitting at our lot. Our owner, Jim, spoke with him and had no idea what was supposed to get done to said vehicle, did not have [redacted]' contact information due to a lack of paperwork filled out by the manager who took delivery, and was happy that [redacted] had called because he did not know what to do with the vehicle. Also during this time, our owner Jim brought on new management to run 360 Customs, and clean up after the previous manager. Jim, our owner, spoke to [redacted] about the work that he wanted done, quoted him, and gave him an estimated time for the work to be done. [redacted] wanted to have a body kit put on his vehicle, exhaust installed, and then plasti dip applied to his vehicle. We do not specialize in installation of body kits or exhausts. We do not have the capabilities to do this in-house, but we wanted to make things right for [redacted], so we decided that we could outsource the work that needed to be done. We ordered the body kit, which did not arrive for 2.5 weeks. When we got it in, we realized that it was a fiberglass body kit when it was supposed to be poly urethane, and that it did not fit and would need molded by an auto body professional. At this time, we started calling local auto body shops to try and find someone who was capable of completing said work. It was very difficult to even find someone with experience with fiberglass, and it took a couple of weeks for us to find someone and have them come out and quote us on molding the body kit. Once the auto body professional had quoted us, and told us he would need a minimum of 10 days to complete the work, we realized that our initial quote to [redacted] was too low and that we would lose money if we were to install the body kit, and that the quoted amount of time would be delayed due to the necessity of having the auto body professional have the vehicle for a minimum of 10 days. At this time, we contacted [redacted] to see what the best resolution was. We informed [redacted] what the quote was, explained the situation, and asked him how he would like to proceed. At this time, [redacted] told us that if we could not complete the work in two weeks time that he would want a full refund and his car released to him. We then talked with the auto body professional to see if there was any way to complete the work in the amount of time [redacted] had described, and he said that it would take him a minimum of 10 days, and could take even longer depending on how much molding was necessary. We did not feel comfortable that we could complete this work in two weeks, so we called [redacted], explained the situation, and offered to give him a full refund and release his vehicle back to him. [redacted] came to pick up his refund and vehicle on Friday, April 3rd, 2015. We are sincerely apologetic for how the whole situation transpired with our previous manager, and we sought out to rectify the situation once our new management came in, however, our hands were tied when it came to installing the body kit and exhaust due to having to outsource these services. Our previous manager should have never agreed to the job given that we do not do this work in-house, but we wanted to try and make everything right for [redacted].Since [redacted] received his vehicle and his entire deposit refunded, we believe that we have satisfied [redacted]' requests to the best of our abilities. 360 Customs tried to handle this situation as best as possible, in a professional manner, and rectify everything so that it was satisfactory to all parties involved. We are sure that moving forward with our new management team, that issues like this will not arise in the future.
Thank you.
Sincerely,
Rebecca C[redacted]
General Manager
360 Customs, LLC.