Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I am flabbergasted at the bold face lies issued in response
to my original compliantAllow me to be clear up front; I have wasted time and
money going back and forth and now I am going to have to pay for another
company to fix this and have to purchase more lights as my original lighting is
goneA partial refund is unacceptable because I now have to pay for another company
to fix the errors created by the HID factoryThe HID factory is more than
welcome to have the non-working lights when a new company fixes their errors
but as my original lighting has to be gone by now I am not willing to accept a
partial refundMy receipt says no refunds on completed work; as far as I am concerned my work was
never completed Their response
reads as if I had the one issue and then demanded a refund when that is false, I
frequented the company more than times with separate problems before I fimnally was fed up and no longer was willing to accept subpar work and demand my money back in order to go elsewhereIn regards to the company stating that they are willing to work to resolve the issue; I allowed them several opportunities, when is enough enough? How many times am I to be without a car so that they can work on an issue when a few days later another light will go out? In the short time since first visiting the facility I have brought my vehicle to them to work on the repairs over times; in the short time since filing this Revdex.com complaint which was prompted by a failed fog light, the switchback light that they supposedly replaced times already have since gone out againI do not have the time, desire or will to bring my car to them each week for them to work on it for a few days when the problems are persistingThese issues I have been having with my car have been discussed ad nasseu with the facility and Bert and to no avail; I allow them a
chance to work on my car only to persistently have another issue arise a few
days later
Aside from the blunt lies received in response from the
company; I have another issue. Can they
even “fix” my vehicle or not? Because it seems they are telling me to bring my
vehicle in for the umpteenth time in one sentence in order to honor their
warranty and repair the damaged lights but then their next sentence states how
my car has all these issues and Audi’s like mine reject the lights and I will
continue to have problems, so which is it? Can my car lights work again or not?
The first time I picked up my car and the lights were shown
to me I was in their garage and the lights were onWhen I left the facility
and went to get gas I was able to get a closer look and realized all the
cosmetic errors and called within minutes to notify them of thisAlthough
going back and forth has been a hassle, my refund demand is not based on my
countless returns to this company but based on the original and ongoing appearance and functional issue’s I have been
having with the lights they installed
I am again accusing the facility and Bert of lying because
nothing was ever mentioned to me about any condition of my car or Audi and aftermarket
lighting when I first called regarding my lights or when I dropped my vehicle
up or picked it upIt doesn’t even make sense, if they were aware that my car
would have these issues why would they agree to a warranty? If they knew my car
wasn’t going to accept the aftermarket products then why offer them in the
first place? Seems like bad and deceitful businessIf the technician noticed
numerous problems why were none of them noted to me? Why was work done on a car
that they are saying they ‘knew’ they would have issues with? If they knew my car
was going to reject the aftermarket lights then why would they knowingly accept
money for services and offer a warranty? This business has nothing signed and
cannot provide any documentation showing that I was made aware of any issue
they noted because none of the issues listed in his response were ever listed
to meEven my original receipt, which I have, does not state one of the accusations
that they are marking regarding the condition of my carIf they are saying
they have documentation I would like to see itAlso, their response indicates
I was told several things upon dropping off my vehicle but that is false, nothing
was ever explained to me as I was not the one who originally dropped my vehicle
offWe never discussed OEM lights or canvas or anything regarding the
condition of my car until Bert’s and I last conversationHe then offered me
more expensive lights and confirmed that they would go in and out and flicker
so that is why I decided against getting them; what would be the point? I would
have the same issues with the ‘newer’ lights so of course I opted against it
Had they originally told me the lights I purchased would go in and out I would
have declined services then as well I
would like it noted that my vehicle is equipped with HID headlights; I have verified
this with the Audi dealership via my VIN
number and can provide this documentationThe bottom line is I would not have
gotten work done if I knew it was going to fail
To summarize; I have the email threads, dated and time
stamped, and pictures and videos of my lights building with moisture and the
lights going out and the glue coming off hours to days after leaving the HID
factoryMy original work was never tendered properlyI have been going back
and forth and allowed ample chances to get my lights fixed properlyI was
never notified of anything that would suggest to me that the lights weren’t going
to look as planned otherwise I would not have went through with this original
transactionI am no longer willing to be without a car nor do I trust the HID
factory to complete the work or be honest in their handling of my vehicle. I am requesting a full refundI did say I would
pursue other options and if after explaining this ordeal in detail again and
showing my facts if a full refund is not offered then I will pursue this in
small claims court, as stated in my demand letter received by the facility at
6:pm Monday November 2,
Regards,
In regards to the complaint filed by Mr. [redacted]
We have made it well known to the customer that we are more than willing to work to resolve the issues that he has been having with his vehicle's (2005 Audi A6) lighting system at no cost to him. We stand by our warranty for all of our...
customers and always strive to provide great products and great customer service as well.
In this particular case, we have experienced various problems with the vehicle accepting the custom aftermarket equipment that the customer requested.
Before any work had begun on our part, the technician noticed numerous problems with the vehicle.
First off, it was clear that the vehicle had been wrecked and repainted. The hood struts were missing. There were factory bolts and screws missing. One of the back caps was completely missing, and the other side's cap was found dislodged into the fender liner. Both headlight lenses had endured 10+ years of sun damage and were peeling and faded. There were multiple error lights on the dash due to damaged adaptive lighting modules inside the headlight assemblies.
[redacted] was made aware of the numerous problems and advised to purchase a new set of OEM headlights to avoid any future possible problems with his existing lights. Due to the cost difference, he elected not to upgrade and requested that we work with what he had. We explained to him that Audi vehicles run on an advanced Can-bus system which is designed to only accept the original equipment and may shut off sporadically when the vehicle thinks the lighting is malfunctioning in order to protect its electrical system. This occurs because HID and LED systems draw less power than the OEM halogen bulbs made for this model.
Upon completion of the project, [redacted] was shown all the modifications that were done and was completely satisfied with the outcome. After the customer left our shop we received a call from him with some concerns about the way his lights were behaving; an appointment was made to have the vehicle looked at. When we got the vehicle back into the shop, we realized that there were more modifications that needed to be done for the fog lights to work properly. All work was done at no cost and the vehicle's lights all worked properly.
After a few weeks, the customer returned with more problems with the fog lights being rejected by the Audi's Can-bus system. We repaired the problem, again at no cost. [redacted] requested he be given a full refund based on the fact that he had to keep returning because of the problems. We apologized for the issues and/ or inconveniences , but told him that the company has a strict NO REFUND policy on custom work (this was disclosed in the initial consultation that the customer signed off on and is also noted on all customer receipts) . We let him know that we would do everything necessary to resolve the problem with his lights, but he insisted on a refund. We respectfully reminded him that a full refund was not an option due to company policy; our policy only allows for a partial refund for the cost of the equipment after said equipment is returned. [redacted] then began accusing us of lying about the vehicle's problems noticed upon arrival and stated that if he did not receive a full refund that he would pursue other options to get his refund. We offered to upgrade his equipment at no cost to him in pursuit of his satisfaction, but to no avail.
Even though the vehicle was 10 years old, He was under the impression that since he had just purchased the vehicle and it was new to him, that it should not have any problems. We reminded him that before any work was started, we pointed out known issues and advised purchasing new OEM headlights to avoid future possible problems but he elected not to and to work with what he had.
Multiple witnesses and documentation can attest that we have been more than accommodating and that the above statements are true and accurate. We understand that [redacted] feels that he is entitled to a full refund, but due to company policy it is not an option.
We stand by our warranty for all of our customers and always strive to provide great products and great customer service as well.Respectfully,Bert - Manager The HID Factory[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint I am flabbergasted at the bold face lies issued in response
to my original compliantAllow me to be clear up front; I have wasted time and
money going back and forth and now I am going to have to pay for another
company to fix this and have to purchase more lights as my original lighting is
goneA partial refund is unacceptable because I now have to pay for another company
to fix the errors created by the HID factoryThe HID factory is more than
welcome to have the non-working lights when a new company fixes their errors
but as my original lighting has to be gone by now I am not willing to accept a
partial refundMy receipt says no refunds on completed work; as far as I am concerned my work was
never completed Their response
reads as if I had the one issue and then demanded a refund when that is false, I
frequented the company more than times with separate problems before I fimnally was fed up and no longer was willing to accept subpar work and demand my money back in order to go elsewhereIn regards to the company stating that they are willing to work to resolve the issue; I allowed them several opportunities, when is enough enough? How many times am I to be without a car so that they can work on an issue when a few days later another light will go out? In the short time since first visiting the facility I have brought my vehicle to them to work on the repairs over times; in the short time since filing this Revdex.com complaint which was prompted by a failed fog light, the switchback light that they supposedly replaced times already have since gone out againI do not have the time, desire or will to bring my car to them each week for them to work on it for a few days when the problems are persistingThese issues I have been having with my car have been discussed ad nasseu with the facility and Bert and to no avail; I allow them a
chance to work on my car only to persistently have another issue arise a few
days later
Aside from the blunt lies received in response from the
company; I have another issue. Can they
even “fix” my vehicle or not? Because it seems they are telling me to bring my
vehicle in for the umpteenth time in one sentence in order to honor their
warranty and repair the damaged lights but then their next sentence states how
my car has all these issues and Audi’s like mine reject the lights and I will
continue to have problems, so which is it? Can my car lights work again or not?
The first time I picked up my car and the lights were shown
to me I was in their garage and the lights were onWhen I left the facility
and went to get gas I was able to get a closer look and realized all the
cosmetic errors and called within minutes to notify them of thisAlthough
going back and forth has been a hassle, my refund demand is not based on my
countless returns to this company but based on the original and ongoing appearance and functional issue’s I have been
having with the lights they installed
I am again accusing the facility and Bert of lying because
nothing was ever mentioned to me about any condition of my car or Audi and aftermarket
lighting when I first called regarding my lights or when I dropped my vehicle
up or picked it upIt doesn’t even make sense, if they were aware that my car
would have these issues why would they agree to a warranty? If they knew my car
wasn’t going to accept the aftermarket products then why offer them in the
first place? Seems like bad and deceitful businessIf the technician noticed
numerous problems why were none of them noted to me? Why was work done on a car
that they are saying they ‘knew’ they would have issues with? If they knew my car
was going to reject the aftermarket lights then why would they knowingly accept
money for services and offer a warranty? This business has nothing signed and
cannot provide any documentation showing that I was made aware of any issue
they noted because none of the issues listed in his response were ever listed
to meEven my original receipt, which I have, does not state one of the accusations
that they are marking regarding the condition of my carIf they are saying
they have documentation I would like to see itAlso, their response indicates
I was told several things upon dropping off my vehicle but that is false, nothing
was ever explained to me as I was not the one who originally dropped my vehicle
offWe never discussed OEM lights or canvas or anything regarding the
condition of my car until Bert’s and I last conversationHe then offered me
more expensive lights and confirmed that they would go in and out and flicker
so that is why I decided against getting them; what would be the point? I would
have the same issues with the ‘newer’ lights so of course I opted against it
Had they originally told me the lights I purchased would go in and out I would
have declined services then as well I
would like it noted that my vehicle is equipped with HID headlights; I have verified
this with the Audi dealership via my VIN
number and can provide this documentationThe bottom line is I would not have
gotten work done if I knew it was going to fail
To summarize; I have the email threads, dated and time
stamped, and pictures and videos of my lights building with moisture and the
lights going out and the glue coming off hours to days after leaving the HID
factoryMy original work was never tendered properlyI have been going back
and forth and allowed ample chances to get my lights fixed properlyI was
never notified of anything that would suggest to me that the lights weren’t going
to look as planned otherwise I would not have went through with this original
transactionI am no longer willing to be without a car nor do I trust the HID
factory to complete the work or be honest in their handling of my vehicle. I am requesting a full refundI did say I would
pursue other options and if after explaining this ordeal in detail again and
showing my facts if a full refund is not offered then I will pursue this in
small claims court, as stated in my demand letter received by the facility at
6:pm Monday November 2,
Regards,
In regards to the complaint filed by Mr. [redacted]
We have made it well known to the customer that we are more than willing to work to resolve the issues that he has been having with his vehicle's (2005 Audi A6) lighting system at no cost to him. We stand by our warranty for all of our...
customers and always strive to provide great products and great customer service as well.
In this particular case, we have experienced various problems with the vehicle accepting the custom aftermarket equipment that the customer requested.
Before any work had begun on our part, the technician noticed numerous problems with the vehicle.
First off, it was clear that the vehicle had been wrecked and repainted. The hood struts were missing. There were factory bolts and screws missing. One of the back caps was completely missing, and the other side's cap was found dislodged into the fender liner. Both headlight lenses had endured 10+ years of sun damage and were peeling and faded. There were multiple error lights on the dash due to damaged adaptive lighting modules inside the headlight assemblies.
[redacted] was made aware of the numerous problems and advised to purchase a new set of OEM headlights to avoid any future possible problems with his existing lights. Due to the cost difference, he elected not to upgrade and requested that we work with what he had. We explained to him that Audi vehicles run on an advanced Can-bus system which is designed to only accept the original equipment and may shut off sporadically when the vehicle thinks the lighting is malfunctioning in order to protect its electrical system. This occurs because HID and LED systems draw less power than the OEM halogen bulbs made for this model.
Upon completion of the project, [redacted] was shown all the modifications that were done and was completely satisfied with the outcome. After the customer left our shop we received a call from him with some concerns about the way his lights were behaving; an appointment was made to have the vehicle looked at. When we got the vehicle back into the shop, we realized that there were more modifications that needed to be done for the fog lights to work properly. All work was done at no cost and the vehicle's lights all worked properly.
After a few weeks, the customer returned with more problems with the fog lights being rejected by the Audi's Can-bus system. We repaired the problem, again at no cost. [redacted] requested he be given a full refund based on the fact that he had to keep returning because of the problems. We apologized for the issues and/ or inconveniences , but told him that the company has a strict NO REFUND policy on custom work (this was disclosed in the initial consultation that the customer signed off on and is also noted on all customer receipts) . We let him know that we would do everything necessary to resolve the problem with his lights, but he insisted on a refund. We respectfully reminded him that a full refund was not an option due to company policy; our policy only allows for a partial refund for the cost of the equipment after said equipment is returned. [redacted] then began accusing us of lying about the vehicle's problems noticed upon arrival and stated that if he did not receive a full refund that he would pursue other options to get his refund. We offered to upgrade his equipment at no cost to him in pursuit of his satisfaction, but to no avail.
Even though the vehicle was 10 years old, He was under the impression that since he had just purchased the vehicle and it was new to him, that it should not have any problems. We reminded him that before any work was started, we pointed out known issues and advised purchasing new OEM headlights to avoid future possible problems but he elected not to and to work with what he had.
Multiple witnesses and documentation can attest that we have been more than accommodating and that the above statements are true and accurate. We understand that [redacted] feels that he is entitled to a full refund, but due to company policy it is not an option.
We stand by our warranty for all of our customers and always strive to provide great products and great customer service as well.Respectfully,Bert - Manager The HID Factory[redacted]