Auto Culture

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 Dear Alexandria, I would like to please file a rebuttal to my case because the business and I cannot come to termsI will not be apologizing to the employee Keep in mind that this [redacted] person speaking on behalf of autoculture was not even there at the time of the incident so every bit of his information is coming from an employee that is trying to keep himself out of trouble ...And yes I did hang up on ***He was becoming more and more upset as the conversation went on, and after he said that this "would not be resolved", I hung up Here is a letter that I wrote him immediately following the phone conversation "***, I apologize for hanging up on youI would also like to thank you for the way you treated me on my first visit to your storeYou were very nice to deal with and extremely helpful I have no doubt that this situation would have never happened if you were the one behind the counter the day of the troubleIf you watch the video closely, starting from the moment I walked in the door you will see that the employee either doesn't want to help me, or he's just plain lazy I walked up to the counter and told the guy there was a problem with one of the shocks I had purchased weeks earlierI set the shock down on the counter and mentioned that I might have grabbed the wrong box and it may not match the part number because I had purchased to different length shocksWithout even looking for a part number on the shock the employee replied with "well how am I supposed to know if it's the short one or the long one?" I could tell by the tone of his voice that he didn't want to help and by the fact that he didn't even try to inspect the part for a part numberSo I picked up the shock and pointed to a part number that was stamped into to shock and I said "the part number is right here"He then looks at the shock and said "it's been used" and I said "no, I installed it but the truck wasn't even close to being drivable yet"The employee then goes into what I'm assuming is the parts room and comes out with another box and another employee right behind himThen right in front of me he tells the other employee that there was a problem with the shock and it looks like I had used itWell that's when I became upset because I had just told him that the truck was not even drivable yet Now there are several other ways he could have handled that and anybody that's ever worked in customer service knows that you don't say stuff like that in front of the customerNow if it were me, I would have said "hey this guy has a problem with this shock but it has a couple marks on it, what do I do?" The way he worded it made me feel like he was insinuating that I had put some miles on the shockWouldn't you have felt the same way?" Regards, [redacted]

They couldn't even tell the difference in knuckles When asked the guy at the counter made up a lie insteadThen turned me away when I started asking questionsBeware!!!

My Response is attached As well as of the pictures of the shock Mr*** emailed me, which clearly shows they are used, and Mr*** *** contact information I also have an email Mr*** wrote me privately on Tuesday after hanging up on me on the phone There
is only attachments allowed so if you would like a copy of that I can email it to you
Thank you,
*** ***
Owner - Auto Culture
###-###-####Mr*** *** came into Auto Culture on 12/31/13. He purchased airbag, air valves, 3-prong switch and Shocks. His order number is *** and the total was $299.00. While in our store Mr*** asked for the four shortest length loop to loop shocks that were available. This combination of shocks are very unusual to buy because shocks are purchased for the front and rear of the vehicle and are usually or more inches different in length. A typical front shock is to inches and rear shocks are to inches depending on Make and Model of the vehicle. After explaining this to Mr*** he said he was doing a custom installation and needed the shortest and 2nd shortest shocks available which was a inch and inch shock. I pulled out my list of shock lengths and showed Mr*** that I carried every length loop to loop shock in inch increments from inches to inches. Mr*** still insisted that he needed the two shortest shocks. In order to better serve Mr*** I explained that all shocks were the same price regardless of length, and if he needed another shock I would exchange it at no additional cost. I also explained that in order to exchange the shock for another length they must be in brand new in the box. This means, all packaging must be included, no scratches or black grease on the shock, bushings can not be pressed in and never installed. Mr*** paid for his order and left
On 1/17/Mr*** came into Auto Culture to exchange a shock. He dealt with an employee named Alex. Mr*** made a request for a new shock and *** went to the warehouse and picked up the shock that matched Mr***’s. Upon inspecting the shock that Mr*** was returning, he noticed that the bushings were pressed in and the shock had some scratches on it. At this point, *** turned to his Supervisor Armando and asked him what our company policy was on returning shocks. Armando stated that if shocks were scratched or used they were not returnable or exchangeable. Immediately Mr*** became infuriated and began to raise his voice at my employees and in front of other customersMr*** called my employee names, made disturbing statements and caused a scene so bad in my showroom that a random customer felt so uncomfortable that he left. After causing a scene in my retail store for several minutes, *** then asked Mr*** to step outside to cool off and then come back in and try this again. Mr*** then became louder and used more offensive language at my employees. *** then asked Mr*** to leave. Mr*** proceeded to go leave and sped out of the parking lot
At this point another Customer named Mr*** *** came up to the counter and handed *** his business card. The customer said that in all his life he had never seen a customer so out of line. Mr*** *** is willing to write a written explanation of how Mr*** behaved in Auto Culture and how *** remained calm through the whole situation his contact information will be attached
Furthermore, I have full video surveillance that I would be glad to turn into the Revdex.com that shows how out of line Mr***’s behavior was. There is no doubt in my mind that if anyone from the Revdex.com watched the video from Mr***’s first trip to Auto Culture where I explained all policies stated above to Mr*** and then watched the 2nd visit of Mr***’s outraged visit to Auto Culture how mind blowing to is see the huge difference in behavior presented by Mr*** over a shock he pressed bushings into and scratched
My employees of Auto Culture did not show any kind of behavior or attitude towards Mr***. It should have not resulted in the outcome that we are at today. Mr*** was out of line which is viewable from my video surveillance and from Mr*** *** that will turn in a written statement or can be contact by phone
There is nothing more that I would like to do then to help Mr***. He is trying to exchange a shock with bushings pressed in and scratches on it. The shock is used even if it has not been driven down the road. It has been installed on the vehicle. The fact is the customer was so out of line that I would not do business with him again. For a customer to make a Revdex.com complaint over a $shock knowing our return policy is ludicrous, worse then that was Mr***’s behavior in my retail store.
At this point, regardless of the situation, I will warranty the shock and take a hit on the cost of a new shock for Mr***. In order for me to do so, I would like a written apology from Mr*** to my employee *** *** for his behavior and derogatory comments made at my employee
Thank you in Advance,
*** ***
Auto Culture
###-###-####

They couldn't even tell the difference in knuckles When asked the guy at the counter made up a lie insteadThen turned me away when I started asking questionsBeware!!!

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.
Dear Alexandria, 
I would like to please file a rebuttal to my case because the business and I cannot come to terms. I will not be apologizing to the employee.
Keep in mind that this [redacted] person speaking on behalf of autoculture was not even there at the time of the incident so every bit of his information is coming from an employee that is trying to keep himself out of trouble. 
...And yes I did hang up on [redacted]. He was becoming more and more upset as the conversation went on, and after he said that this "would not be resolved", I hung up. 
Here is a letter that I wrote him immediately following the phone conversation
"[redacted], I apologize for hanging up on you. I would also like to thank you for the way you treated me on my first visit to your store. You were very nice to deal with and extremely helpful.  I have no doubt that this situation would have never happened if you were the one behind the counter the day of the trouble. If you watch the video closely, starting from the moment I walked in the door you will see that the employee either doesn't want to help me, or he's just plain lazy.  I walked up to the counter and told the guy there was a problem with one of the shocks I had purchased 3 weeks earlier. I set the shock down on the counter and mentioned that I might have grabbed the wrong box and it may not match the part number because I had purchased to different length shocks. Without even looking for a part number on the shock the employee replied with "well how am I supposed to know if it's the short one or the long one?" I could tell by the tone of his voice that he didn't want to help and by the fact that he didn't even try to inspect the part for a part number. So I picked up the shock and pointed to a part number that was stamped into to shock and I said "the part number is right here". He then looks at the shock and said "it's been used" and I said "no, I installed it but the truck wasn't even close to being drivable yet". The employee then goes into what I'm assuming is the parts room and comes out with another box and another employee right behind him. Then right in front of me he tells the other employee that there was a problem with the shock and it looks like I had used it. Well that's when I became upset because I had just told him that the truck was not even drivable yet.  Now there are several other ways he could have handled that and anybody that's ever worked in customer service knows that you don't say stuff like that in front of the customer. Now if it were me, I would have said "hey this guy has a problem with this shock but it has a couple marks on it, what do I do?"  The way he worded it made me feel like he was insinuating that I had put some miles on the shock. Wouldn't you have felt the same way?"
Regards,
[redacted]

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.

Dear Alexandria, 

I would like to please file a rebuttal to my case because the business and I cannot come to terms. I will not be apologizing to the employee.

Keep in mind that this [redacted] person speaking on behalf of autoculture was not even there at the time of the incident so every bit of his information is coming from an employee that is trying to keep himself out of trouble. 

...And yes I did hang up on [redacted]. He was becoming more and more upset as the conversation went on, and after he said that this "would not be resolved", I hung up. 

Here is a letter that I wrote him immediately following the phone conversation

"[redacted], I apologize for hanging up on you. I would also like to thank you for the way you treated me on my first visit to your store. You were very nice to deal with and extremely helpful.  I have no doubt that this situation would have never happened if you were the one behind the counter the day of the trouble. If you watch the video closely, starting from the moment I walked in the door you will see that the employee either doesn't want to help me, or he's just plain lazy.  I walked up to the counter and told the guy there was a problem with one of the shocks I had purchased 3 weeks earlier. I set the shock down on the counter and mentioned that I might have grabbed the wrong box and it may not match the part number because I had purchased to different length shocks. Without even looking for a part number on the shock the employee replied with "well how am I supposed to know if it's the short one or the long one?" I could tell by the tone of his voice that he didn't want to help and by the fact that he didn't even try to inspect the part for a part number. So I picked up the shock and pointed to a part number that was stamped into to shock and I said "the part number is right here". He then looks at the shock and said "it's been used" and I said "no, I installed it but the truck wasn't even close to being drivable yet". The employee then goes into what I'm assuming is the parts room and comes out with another box and another employee right behind him. Then right in front of me he tells the other employee that there was a problem with the shock and it looks like I had used it. Well that's when I became upset because I had just told him that the truck was not even drivable yet.  Now there are several other ways he could have handled that and anybody that's ever worked in customer service knows that you don't say stuff like that in front of the customer. Now if it were me, I would have said "hey this guy has a problem with this shock but it has a couple marks on it, what do I do?"  The way he worded it made me feel like he was insinuating that I had put some miles on the shock. Wouldn't you have felt the same way?"

Regards,

This is not a situation of an employee trying to keep himself out of trouble. This is a situation of a customer being out of line in a place of business. I have video surveillance showing Mr. [redacted]’s behavior.  His vulgar name calling and behavior was so outrageous that it caused customers to leave my store front. It also caused a random customer, Mr. [redacted] to approach the counter and make a statement about Mr. [redacted]’s behavior. Mr. [redacted] left a business card and said to contact him if we heard anything else out of this situation. Mr. [redacted] is a 3rd party to this incident and will write a written statement regarding Mr. [redacted]’s behavior.  

Furthermore, the shock that Mr. [redacted] is trying to exchange is used, regardless if it has been driven down the road.  The box was opened, the bushings were pressed in, the shock was scratched and it had been installed. The customer even tried to return it in the wrong box. If Mr. [redacted] was unhappy with the outcome, he could have waited until I returned on Tuesday and contacted me, “the incident took place on Friday.”  Mr. [redacted] and I could have worked to resolve this problem. Instead Mr. [redacted] immediately filed a Revdex.com complaint the following day. 

There is no doubt in my mind that the employees of Auto Culture were not out of line. Their behavior towards Mr. [redacted] was cordial and helpful. Mr. [redacted] is the one who became outraged, used profanity and squealed tires out of my parking lot. I have this entire incident on video surveillance as well as a 3rd party customer that is willing to write a statement regarding Mr. [redacted]’s behavior.  

Either way, I will not let a Revdex.com complaint go any further over a $40.00 shock, regardless of the situation. I have already stated that in the last paragraph of my previous rebuttal. All I asked for was a written apology from Mr. [redacted] to my employee [redacted].  Even though Mr. [redacted] is not willing to apologize for his behavior, Auto Culture is willing to exchange the shock. I do refuse the right of service to any customer and Mr. [redacted] is not welcome in our store. He can send someone in my store with the used shock, correct box, all hardware that came with the shock and a copy of his receipt and I will replace the shock no questions asked.  

I feel this case should be closed as Auto Culture has gone above and beyond to help this customer. 

Thank you in Advance,

[redacted] – ###-###-####

My Response is attached.  As well as  2 of the 4 pictures of the shock Mr. [redacted] emailed me, which clearly shows they are used, and Mr. [redacted] contact information.  I also have an email Mr. [redacted] wrote me privately on Tuesday after hanging up on me on the phone.  There...

is only 4 attachments allowed so if you would like a copy of that I can email it to you.

Thank you,

Owner - Auto Culture

###-###-####Mr. [redacted] came into Auto Culture on 12/31/13.  He purchased 1 airbag, 2 air valves, 1 3-prong switch and 4 Shocks.  His order number is [redacted] and the total was $299.00.  While in our store Mr. [redacted] asked for the four shortest length loop to loop shocks that were available.  This combination of shocks are very unusual to buy because shocks are purchased for the front and rear of the vehicle and are usually 5 or more inches different in length.  A typical front shock is 12 to 16 inches and rear shocks are 18 to 26 inches depending on Make and Model of the vehicle.  After explaining this to Mr. [redacted] he said he was doing a custom installation and needed the shortest and 2nd shortest shocks available which was a 13 inch and 14 inch shock.  I pulled out my list of shock lengths and showed Mr. [redacted] that I carried every length loop to loop shock in 1 inch increments from 13 inches to 26 inches.  Mr. [redacted] still insisted that he needed the two shortest shocks.  In order to better serve Mr. [redacted] I explained that all shocks were the same price regardless of length, and if he needed another shock I would exchange it at no additional cost.  I also explained that in order to exchange the shock for another length they must be in brand new in the box.  This means, all packaging must be included, no scratches or black grease on the shock, bushings can not be pressed in and never installed.  Mr. [redacted] paid for his order and left.

            On 1/17/14 Mr. [redacted] came into Auto Culture to exchange a shock.  He dealt with an employee named Alex.  Mr. [redacted] made a request for a new shock and [redacted] went to the warehouse and picked up the shock that matched Mr. [redacted]’s.  Upon inspecting the shock that Mr. [redacted] was returning, he noticed that the bushings were pressed in and the shock had some scratches on it.  At this point, [redacted] turned to his Supervisor Armando and asked him what our company policy was on returning shocks.  Armando stated that if shocks were scratched or used they were not returnable or exchangeable.  Immediately Mr. [redacted] became infuriated and began to raise his voice at my employees and in front of other customers. Mr. [redacted] called my employee names, made disturbing statements and caused a scene so bad in my showroom that a random customer felt so uncomfortable that he left.  After causing a scene in my retail store for several minutes, [redacted] then asked Mr. [redacted] to step outside to cool off and then come back in and try this again.  Mr. [redacted] then became louder and used more offensive language at my employees.  [redacted] then asked Mr. [redacted] to leave.  Mr. [redacted] proceeded to go leave and sped out of the parking lot.

            At this point another Customer named Mr. [redacted] came up to the counter and handed [redacted] his business card.  The customer said that in all his life he had never seen a customer so out of line.  Mr. [redacted] is willing to write a written explanation of how Mr. [redacted] behaved in Auto Culture and how [redacted] remained calm through the whole situation his contact information will be attached.

            Furthermore, I have full video surveillance that I would be glad to turn into the Revdex.com that shows how out of line Mr. [redacted]’s behavior was.  There is no doubt in my mind that if anyone from the Revdex.com watched the video from Mr. [redacted]’s first trip to Auto Culture where I explained all policies stated above to Mr. [redacted] and then watched the 2nd visit of Mr. [redacted]’s outraged visit to Auto Culture how mind blowing to is see the huge difference in behavior presented by Mr. [redacted] over a shock he pressed bushings into and scratched.

             My employees of Auto Culture did not show any kind of behavior or attitude towards Mr. [redacted].  It should have not resulted in the outcome that we are at today.  Mr. [redacted] was out of line which is viewable from my video surveillance and from Mr. [redacted] that will turn in a written statement or can be contact by phone.

There is nothing more that I would like to do then to help Mr. [redacted].  He is trying to exchange a shock with bushings pressed in and scratches on it.  The shock is used even if it has not been driven down the road.  It has been installed on the vehicle.  The fact is the customer was so out of line that I would not do business with him again.  For a customer to make a Revdex.com complaint over a $40.00 shock knowing our return policy is ludicrous, worse then that was Mr. [redacted]’s behavior in my retail store. 

At this point, regardless of the situation, I will warranty the shock and take a hit on the cost of a new shock for Mr. [redacted].  In order for me to do so, I would like a written apology from Mr. [redacted] to my employee [redacted] for his behavior and derogatory comments made at my employee.

 

Thank you in Advance,

Auto Culture

###-###-####

this was insane.....I got a lift kit installed here....the installers didnt tighten the bolts tight enough in front and back of shocks an axles....the boot on my front axle was hanging on by one bolt an eventually broke...I called the owner an he didnt want to pay for my tow an didnt want to replace the part that had broken due to the installers ...I am mad at the same time ashamed that someone can be so careless with peoples lives....had I got on the freeway an was goin fast...my axle would have spun an flipped my truck possibly!! great....now I live the real life russian roullette....everyday I have to get on the freeway an hope I dont flip...thanks to auto culture I have to look else where to get it fixed....I do not trust them to work on my truck any further....an he still has the nerve to try an collect half of the tow charges...hahaha....I believe if it wasnt for his work I wwould never be in this situation....so no I will not pay! ridiculous!!! well I am lookin else where an auto culture has lost a customer an hopefully a few more due to thier lack of professionalism!