Auto Kouture

Hello this is a response for case # [redacted] [redacted] purchased a aftermarket Air Ride suspension system from us on 1/30/For all Air Ride systems when installed we remove certain parts from the car, in order to conceal aftermarket wiringWhile doing so we also needed to cut into the dash or cupholder to mount the switch pad that controls the air Ride suspensionThe installer cut a hole in the dash that was too big for the switch pad, so we ended up completely replacing the customers dashboard with a brand new factory oneWe then mounted the switchpad nicely in his cup holder area, in Which Mr[redacted] really likedWe tell all our customers including Mr[redacted] that maintenance is needed when installing aftermarket Air Ride suspensionMajority of our customers bring in their vehicle in months after install for adjustments, check ups and Tank drainingMr [redacted] however did not, this is one of the reasons we feel like he was having issuesAfter he took the delivery of his vehicle, he contacted us via telephone stating he could not get his car to “air up” to drive heightWe immediately sent out one of our other technicians straight to the customers home and fixed the issueAfter that day we never heard back from Mr[redacted] until 10/20/approximately months later, when he called and emailed us asking for a refundWe spoke to him and emailed him back, but he was not satisfied with the outcomeWe explained that we give all our customers a Lifetime warranty on our all our labor workIf he had any issues after that he should have called us or at least brought in his vehicle for his free maintenance that we offerNeither was doneWe have a great reputation in our community and in the automotive industryWe take great pride and try very hard to take care of all or customers to ensure quality work and happinessIts very unfortunate that Mr[redacted] did not give us the opportunity to fix whatever issues hes claiming he had, before “taking it” somewhere else to be “fixed”I explained to him that he should have reached out to us first, if he really did have these issuesWe feel like he may have had buyers remorseTo help him out we also offered him a store credit for parts or labor, out of good faith for his troublesHowever, he did not acceptWe did everything we possibly could do that was fair for us and our customerIf you have any other questions please feel free to reach out to meThank you [redacted] Owner Auto Kouture

I am rejecting this response because: yes I did not come to a agreement with 250$ in parts, I’ve spent does not amount to what I have spent purchasing the airbag suspension from auto.kNow I will point out a few things I have always requested to speak to the owner and he was never available for all my issues I was experiencingI have every emailed and conversation saved If you would like to review them I will send them to you so you can see I’ve pointed out every problemI was never aware of free maintence nor was I ever told or emailed about thisAfter constiently always have issues fusses blew my children were in the car that cause my trunk to be in smoke not once but 3x I did notify the manager Brent because I was highly upset and it was a safety concern to have anyone in my carPoor wiring job was what cause my car to have multiple relay blow outs these issues happened within getting it back from you in weeksYou requested I was take it in for days and come back I missed a few because the first technician who worked on it abandon his job and left it at last minuteMy car is my only way to work is my way for work that’s what is not realized hereI would like the manager to review every conversation and proof I have pictures of every problem that was wrong and I sent to the manager BrentI am very offended that they keep saying “if” “if” I experienced issuesI contacted them so much I would email call the shop numerous timesAlso you stated in quotes “if I had it fixed I did have it fixed and I have the receipts proving the amount I paid for your poor workAlso the technician sent out to my house openly admitted that they have been receiving numerous complaintsI am not asking for a full refund I asking for a common grounds refund meaning meet me in the middle with thisBecause you hired and had a techician with lack of experience work on my car I experienced all these issues and had to repay and fix my car properlyReason why I deny store credit is because not only did I have safety concerns I have bad experience and no longer had trust in your shop to get my car back without issues Again I have proof of everything every problem and how I mentioned it to BrentAfter having multiple issues of course it made common sense to take it somewhere else if you guys weren’t fixing my problems problems I exerpeince because of poor work done on my car There’s nothing I am happy aboutI was never happy about the job they did everything was wrong and raised safety concerns I do apologize for this because who wants to just repay and spend more money on this maybe if I had talked to *** the owner like I begged for weeks we could have worked things out but he seemed so careless and never had timeI am asking for Partial refund back and I do have receipts on what I spent and even a statement from another business stating what was done wrong and that these issues could have been prevented if they job was done correctly

Like stated in the previous response, Mr. [redacted] never called us or emailed after our technician Brian went out to his property to fix the problem. I checked with our phone records just to be sure for calls from ###-###-####  ( Mr.[redacted]'s number) and there aren't any inbound call from that number. Also we did not receive any emails until 10/20/2017 almost 9 months later, in which we responded too. If he would have just contacted us via phone or email, like he did recently we could have fixed his problem before having to spend extra money going somewhere else. We have been installing Air Ride for almost 10 yrs and this is the first and only complaint we have ever had. We are leaders in our industry and take our craft seriously. If someone ever has a problem, our doors are always open! We have a great reputation and like to keep it that way. However, we cannot help those that are unwilling to reach out to us . We have warranties for a reason. Parts and labor are warrantied. Parts are warrantied through the Manufacturer D2 and labor through us. I have attached a copy of our personal sales log that shows that Mr. [redacted] paid $2,950 plus tax , $950 which is our labor charge. I originally offered $450 in future labor credit which is more than fair, which is almost half of the total cost for labor. This job took around 7+ days to complete so for us to offer anything more than that is not fair to us. If the parts were not working correctly like Mr. [redacted] claimed he should have contacted us or D2 the manufacturer and we could have got him replacements for FREE through warranty. Also, Aftermarket air ride is not "Fool Proof" new users to air ride are known to miss use and over run the system, which can lead to burning out compressors, smoke etc.. Not saying this is the exact case but does happen pretty often. We have done everything above and beyond possible  to help Mr.[redacted] out, we normally would not even offer a credit of any type for situations like this when a customer makes a complaint 9 months later.

Hello this is a response for case # [redacted]. [redacted] purchased a aftermarket Air Ride suspension system from us on 1/30/2017. For all Air Ride systems when installed we remove certain parts from the car, in order to conceal aftermarket wiring. While doing so we also needed to cut into the dash...

or cupholder to mount the switch pad that controls the air Ride suspension. The installer cut a hole in the dash that was too big for the switch pad, so we ended up completely replacing the customers dashboard with a brand new factory one. We then mounted the switchpad nicely in his cup holder area, in Which Mr.[redacted] really liked. We tell all our customers including Mr.[redacted] that maintenance is needed when installing aftermarket Air Ride suspension. Majority of our customers bring in their vehicle in 3 months after install for adjustments, check ups and Tank draining. Mr. [redacted] however did not, this is one of the reasons we feel like he was having issues. After he took the delivery of his vehicle, he contacted us via telephone stating he could not get his car to “air up” to drive height. We immediately sent out one of our other technicians straight to the customers home and fixed the issue. After that day we never heard back from Mr.[redacted] until 10/20/17 approximately 9 months later, when he called and emailed us asking for a refund. We spoke to him and emailed him back, but he was not satisfied with the outcome. We explained that we give all our customers a Lifetime warranty on our all our labor work. If he had any issues after that he should have called us or at least brought in his vehicle for his free maintenance that we offer. Neither was done. We have a great reputation in our community and in the automotive industry. We take great pride and try very hard to take care of all or customers to ensure quality work and happiness. Its very unfortunate that Mr.[redacted] did not give us the opportunity to fix whatever issues hes claiming he had, before  “taking it” somewhere else to be “fixed”. I explained to him that he should have reached out to us first, if he really did have these issues. We feel like he may have had buyers remorse. To help him out we also offered him a store credit for parts or labor, out of good faith for his troubles. However, he did not accept. We did everything we possibly could do that was fair for us and our customer. If you have any other questions please feel free to reach out to me. Thank you   [redacted] Owner Auto Kouture