Revdex.com:
I have reviewed the response made by the business in reference to complaint I* ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
RE: Response to emails dated July 21st and Revdex.com response from July 26, 2017 We believe we have already established enough issues to warrant a replacement cap or a full refund*** *** did you personally inspect our cap thoroughly during your visit at NMTA the previous week? The fact that the cap leaked from around every window is issue number one, issue number two is the fact that the window frame mounting screws have been torqued in a manner that distorted the gasket material around the side and front window, and are very non-uniform in appearance and at the very least are a cosmetic issue for such a high dollar custom capIn some places they have been tightened so hard that the black gasket material is pushing up through the window casement and the fasteners were discolored At the very least all of the windows should have been replaced at the factory when it was returned July 5th in an effort to rectify this obvious flaw. The actual interior carpeting also had some fit and finish issues around the front window edges that once again weren’t reflective of the quality we were expecting in such a custom canopyThe final issue was the damage to the Yakima track that *** *** *** claimed came from the factory which you claimed has already be repairedAll of our assertions can be backed up by the many pictures I took before this canopy was returned to the factory and you have already seen. We so far have invested a total of $in lost wages and $in mileage due to this issue and the repeated trips to NMTA with no clear solution in sight, just speculation on its remedyPlus the issue of *** *** telling us that she would never sell another Z-series Canopy to any other Toyota Tacoma owner without first making them read all of the negative issues related to this canopy leaking has us wondering if there truly is a fix
Regards*** ***
We have been working with this consumer to bring the tonneau cover back to our facility and do the necessary work to bring it up to the standards both he and A.R.EexpectsWe will continue to offer this as a solution, but no other solution is availableThis consumer also researched A.R.E.'s
President & CEO's home address and phone number and attempted to contact him thereWe find this to be unacceptable behavior, and therefore will continue to act within our warranty, and within our warranty onlyNo other solutions will be offered.The A.R.ETeam
Below is the reply from our Regional Manager *** *** who is speaking directly to this customer to work towards a resolution.From: *** ** *** Sent: Friday, July 21, 10:AMI spoke with *** *** for over an hour on the phoneAfter listening to his description of his issues and
concerns, I assured him that our goal was to provide him with an A.R.EZ series that meets his expectationsI explained that this cap had been returned, evaluated, repaired and inspected at our factory by our team and now, the cap is back at *** *** *** *** awaiting re-installationI also had a personal meeting with *** *** *** (7-19-17) at *** *** *** *** to discuss this issue Here is where the situation is currently: 1. *** has purchased special gaskets and sealants that will help seal out water2. *** agreed to take special time and care to insure the best possible fit and seal3. *** agreed to allowing *** re install the cap providing I was present in case of further issues4. I agreed to being present as long as I coordinated the install considering all schedules5. The install needs to take place by 8-14-I will do what is necessary to help get this finalizedPlease read below *** email to me this morning: “Good Morning *** I have a few questions for you after our conversation last night: What kind of official documentation can I be sent to substantiate the Z-series canopy *** passed your factory hydro testing and do I get a work order to show the gaskets/parts that were replaced in an attempt to rectify my leak issues? In discussion with my wife *** we still have a hard time understanding why we aren't getting a replacement canopy, they still don't seem to understand the amount of water that was on top of the canopy rails/cab front which we don't believe is wicking, we haven't received any compensation from ARE or NMTA for the repeated trips we have made as a result of this issue that is still ongoing and now I have to once again take time off to accommodate NMTA's scheduleBesides you agreeing to attend the install for liaison purposes I walked away last night wondering what was accomplishedNone of the issues I just addressed were really dealt withWe would like a list of remedies in writing on ARE letterhead that specifically outline what you intend to do to rectify all of our concernsI work *** *** *** *** *** *** *** until I go on vacation *** *** *** ( this is the make up trip for the one the canopy issues cost us). Thank You *** * ***
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed...
the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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.
There has been nothing that would constitute this company from only using their warranty. IT IS NOT A WARRANTY ISSUE IT IS A DEFECTIVE COVER. If someone were to put a door or windows in their business or their homes and they were scratched up and defective they certainly wouldn't allow the company to repair them, they would expect them repalced or their money back. This is no less than anyone would expect. A.R.E. Has admitted there is a problem with this tonneau cover. They are only trying to be vindictive because I made a post on the facebook explaining my experience with the company. They swiftly deleted my post and blocked me for any future post.
Regards,
[redacted]
This complaint has been resolved by our dealer NMTA ([redacted]). The [redacted] was included on the email as well as the Revdex.com in Canton Ohio. See attached email below from our dealer for the resolution:From: [redacted] Date: August 5, 2017 at 12:09:46 PM EDT To: [redacted]Complaint, [redacted] and his wife arrived at NMTA at 10:40 today August 5, 2017. The remaining products he purchased were returned or removed. After all these procedures were completed the vehicle bed was cleaned and inspected . Tail lights , brake lights, turn signals and backup lights we're inspected by both parties. Battery where 12v connections were made was also inspected. Once agreed everything was satisfactory customer signed a release of liability to NMTA. A check was then issued for the total purchased price plus tax. Customers then left at 11:50 am. No harsh words and he apologized and left our business .
The regional sales person for ARE has talked to this customer and the customer told the regional that he was with drawing his Revdex.com complaint because his has worked out the issue and the cap was being taken care of. Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint I* ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
RE: Response to emails dated July 21st and Revdex.com response from July 26, 2017 We believe we have already established enough issues to warrant a replacement cap or a full refund*** *** did you personally inspect our cap thoroughly during your visit at NMTA the previous week? The fact that the cap leaked from around every window is issue number one, issue number two is the fact that the window frame mounting screws have been torqued in a manner that distorted the gasket material around the side and front window, and are very non-uniform in appearance and at the very least are a cosmetic issue for such a high dollar custom capIn some places they have been tightened so hard that the black gasket material is pushing up through the window casement and the fasteners were discolored At the very least all of the windows should have been replaced at the factory when it was returned July 5th in an effort to rectify this obvious flaw. The actual interior carpeting also had some fit and finish issues around the front window edges that once again weren’t reflective of the quality we were expecting in such a custom canopyThe final issue was the damage to the Yakima track that *** *** *** claimed came from the factory which you claimed has already be repairedAll of our assertions can be backed up by the many pictures I took before this canopy was returned to the factory and you have already seen. We so far have invested a total of $in lost wages and $in mileage due to this issue and the repeated trips to NMTA with no clear solution in sight, just speculation on its remedyPlus the issue of *** *** telling us that she would never sell another Z-series Canopy to any other Toyota Tacoma owner without first making them read all of the negative issues related to this canopy leaking has us wondering if there truly is a fix
Regards*** ***
It is my understanding we have come to an agreeable solution for the customer in this situationThanks!
We have been working with this consumer to bring the tonneau cover back to our facility and do the necessary work to bring it up to the standards both he and A.R.EexpectsWe will continue to offer this as a solution, but no other solution is availableThis consumer also researched A.R.E.'s
President & CEO's home address and phone number and attempted to contact him thereWe find this to be unacceptable behavior, and therefore will continue to act within our warranty, and within our warranty onlyNo other solutions will be offered.The A.R.ETeam
Below is the reply from our Regional Manager *** *** who is speaking directly to this customer to work towards a resolution.From: *** ** *** Sent: Friday, July 21, 10:AMI spoke with *** *** for over an hour on the phoneAfter listening to his description of his issues and
concerns, I assured him that our goal was to provide him with an A.R.EZ series that meets his expectationsI explained that this cap had been returned, evaluated, repaired and inspected at our factory by our team and now, the cap is back at *** *** *** *** awaiting re-installationI also had a personal meeting with *** *** *** (7-19-17) at *** *** *** *** to discuss this issue Here is where the situation is currently: 1. *** has purchased special gaskets and sealants that will help seal out water2. *** agreed to take special time and care to insure the best possible fit and seal3. *** agreed to allowing *** re install the cap providing I was present in case of further issues4. I agreed to being present as long as I coordinated the install considering all schedules5. The install needs to take place by 8-14-I will do what is necessary to help get this finalizedPlease read below *** email to me this morning: “Good Morning *** I have a few questions for you after our conversation last night: What kind of official documentation can I be sent to substantiate the Z-series canopy *** passed your factory hydro testing and do I get a work order to show the gaskets/parts that were replaced in an attempt to rectify my leak issues? In discussion with my wife *** we still have a hard time understanding why we aren't getting a replacement canopy, they still don't seem to understand the amount of water that was on top of the canopy rails/cab front which we don't believe is wicking, we haven't received any compensation from ARE or NMTA for the repeated trips we have made as a result of this issue that is still ongoing and now I have to once again take time off to accommodate NMTA's scheduleBesides you agreeing to attend the install for liaison purposes I walked away last night wondering what was accomplishedNone of the issues I just addressed were really dealt withWe would like a list of remedies in writing on ARE letterhead that specifically outline what you intend to do to rectify all of our concernsI work *** *** *** *** *** *** *** until I go on vacation *** *** *** ( this is the make up trip for the one the canopy issues cost us). Thank You *** * ***
We will continue to support the customer through our warranty, which can be found here: [redacted]Thanks,The A.R.E. Team
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed...
the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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.
There has been nothing that would constitute this company from only using their warranty. IT IS NOT A WARRANTY ISSUE IT IS A DEFECTIVE COVER. If someone were to put a door or windows in their business or their homes and they were scratched up and defective they certainly wouldn't allow the company to repair them, they would expect them repalced or their money back. This is no less than anyone would expect. A.R.E. Has admitted there is a problem with this tonneau cover. They are only trying to be vindictive because I made a post on the facebook explaining my experience with the company. They swiftly deleted my post and blocked me for any future post.
Regards,
[redacted]
This complaint has been resolved by our dealer NMTA ([redacted]). The [redacted] was included on the email as well as the Revdex.com in Canton Ohio. See attached email below from our dealer for the resolution:From: [redacted] Date: August 5, 2017 at 12:09:46 PM EDT To: [redacted]Complaint, [redacted] and his wife arrived at NMTA at 10:40 today August 5, 2017. The remaining products he purchased were returned or removed. After all these procedures were completed the vehicle bed was cleaned and inspected . Tail lights , brake lights, turn signals and backup lights we're inspected by both parties. Battery where 12v connections were made was also inspected. Once agreed everything was satisfactory customer signed a release of liability to NMTA. A check was then issued for the total purchased price plus tax. Customers then left at 11:50 am. No harsh words and he apologized and left our business .
The regional sales person for ARE has talked to this customer and the customer told the regional that he was with drawing his Revdex.com complaint because his has worked out the issue and the cap was being taken care of. Tell us why here...