Initial Business Response /* (1000, 5, 2015/02/24) */
Thank you for your interest in [redacted] Automotive.
I am sorry to hear that the customer is not satisfied with their purchase.
Unfortunately, we do not have plans to change the design of the 2014 Camry FloorLiners. We put quite a bit of...
research into the design of the product. The part does have holes to accommodate the Toyota factory installed retention devices. Additionally, we cut down the height of the side lip around the gas cap and trunk release levers to make access to these features a little easier and user friendly. However, the edges around the retention holes are built up and the base along the edge of the release levers is raised from the bottom level of the floor mat to help keep spills and debris within the liner.
The FloorLiners are designed to hold a reasonable amount of liquid. As a matter of basic maintenance, fluids do need to be drained from the mat periodically so that spills do not overflow the reservoir. During periods of inclement weather, the frequency of cleaning should be increased as slush and snow melt will build up quickly.
That being said, I understand that the customer was not satisfied with the performance of the WeatherTech product that was purchased through an outside vendor. For the simple reason that we do not have records of third party sales, we refer customers back to the point of purchase when there are problems. The reseller can then either process a warranty claim or refund depending on the stipulations of their stated return policy.
This point appears to be where the customer complaint originates. After researching the issue, we were able to determine that the local reseller did indeed refuse to refund the customer for the mats as the sale was outside of their 30 day return period. The one fact not mentioned by the customer in the complaint is that the date of the original purchase occurred 14 months ago. With this in mind, it is understandable why the vendor would be unwilling to process a refund for the purchase.
As the manufacturer, we will often handle warranty claims directly from customers who placed their orders through another vendor. As discussed by phone with the customer, we are willing to honor our warranty and replace the product in question. However, we are unable to process a refund for a purchase that was not made through our company.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not matter whether the mats are 31 days, 45 days, 60 days, or 2 years past the date of purchase. The warranty is for 3 years and during that three years the product has to work as advertised. The product has not. So the amount of time since purchase is not an issue.
It isn't an issue of the amount of liquid as Mr [redacted] suggests.
The fact that the dealer won't assist in the return is unfortunate, but does not alleviate the companies responsibility to ensure the product works as advertised. Replacing a product with an identically deficient product is not an answer and as Mr [redacted] states, there is no plan to change the design.
Therefore, the only remedy for a product not working as advertised is to refund the amount paid. I offered to accept the amount the dealer paid [redacted] for the product, which is the exact amount [redacted] would have to pay the dealer if the dealer were to assist in the return. They rejected that, which speaks volumes of their true intent and credibility.
Final Business Response /* (4000, 9, 2015/03/06) */
Under the terms of our warranty, our responsibility as the manufacturer is to replace product that is determined to be defective. Unfortunately, we do not offer refunds as part of our warranty policy.
The front FloorLiner set in question for the 2014 Camry is one of our best selling parts. The design has been extensively tested in the vehicle since the 2012 Camry was introduced in 2011. With routine cleaning and maintenance on the part of the customer, spills and debris will stay in the mat without spilling over. We do not find the design to defective in any way, yet we are willing to help the customer with a replacement part.
If a customer is not satisfied with the performance of a product we manufacture and wants a refund, the customer has the responsibility to contact the vendor that sold the product within the time frame specified by the reseller in order to make that request. Unfortunately, the reseller in question has a 30 day return policy and the customer did not attempt to resolve the issue for fourteen months.
As we did not take money from the customer and our warranty policy does not include an option for refunds, we are unable to comply with the customer request for a refund. The best offer I can make is to replace the product and possibly suggest that the customer make another good faith attempt to ask the reseller for a refund as this appears to be where the actual dispute originated.
Please let me know if you have further questions.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Final Consumer Response /* (4200, 11, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product does not work as advertised. Period.
The fact that it is their best selling product is completely irrelevant.
The fact that it has been extensively tested in both unsubstantiated and also completely irrelevant.
Their claim that they find nothing wrong with the product shows their true intent. I can prove that the product leaks. Anyone who bothered to look can see that the edges I referred to in my complaint are cut lower than is necessary. This fact is indisputable. Yet they find no problem with the design.
They claim in their advertising that these mats are "perfectly formed", which they are clearly not.
They advertise that I should purchase this product to maintain the value of my vehicle by keeping the carpeting clean. It does not.
I find their response to be disingenuous. Let's just say I find this company to be disreputable and it appears they have no interest in standing behind their market claims on this product.
You can close this case as unresolved and unsatisfactory.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I received the refund to my bank on 2/5/2016.
Sincerely,
[redacted]
Hi Mr. [redacted] I wanted to follow up with you via email to give our official word on your situation. Our Quality Control has proven, with a sample of the tile you sent back to us, that the “Pinking” we discussed, is indeed taking place from some form of contamination, and if you were to...
remove one of the tiles yourself and place in direct sunlight, you will be able to confirm it as well. Our warranty on the TechFloor website is quite clear in stating: "Exclusions to this warranty are normal wear and tear, damage due to abuse, abrasive conditions, UV exposure, excessive manipulation/repeated installations and exposure to chemical contamination, such as spilled gasoline, oil, etc. We are reasonable people and we believe in customer satisfaction. Depending on the situation, we will either replace your product at no charge or charge you a prorated amount for a replacement. This warranty is extended to the original purchaser of this product, and is non-transferable.” Here is a link if you would like to view it on the site. [redacted] I’ve been working hard to help assist you on this and have been given the word that if you would like replacement tile of a different (available) color, we can offer it to you at a 50% discount, but will not be able to cover the labor to remove/replace/recycle your existing tile.
Initial Business Response /* (1000, 5, 2014/11/28) */
Thank you for your interest in [redacted] Automotive.
I had the opportunity to review the full email correspondence between our representative and the customer. After reading the text, it became apparent that there was a misunderstanding on...
both sides as to what was being authorized for return and what was actually supposed to be returned.
Our representative called the customer back and they resolved the issue.
If there are further questions, please let me know.
Best regards,
[redacted]
Call Center Manager
[redacted] Automotive - WeatherTech
[redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your interest in [redacted] Automotive.
I apologize that there was some confusion with the change of address and delivery times on the order for the replacement buckle. The information has been forwarded to the credit department...
and they will simply issue the refund for the original order in the amount of $30.90.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Initial Business Response /* (1000, 5, 2015/03/25) */
Thank you for your interest in [redacted] Automotive.
Looking at the customer's order notes, the issue appears to be that they ordered a set of our All-Weather Mats for their 2015 Chevy Colorado when in fact they really wanted the...
FloorLiners.
Following the customer's example of the 2015 Chevy Colorado, when the vehicle information is entered on our website the webpage offers three different types of floor mats: the FloorLiners, the All-Weather Mats, and the All-Vehicle Mats. Not only does each individual product option include numerous photos, videos, and an extensive text description of each mat style, but there is also a large box situated directly above the mats labeled "Learn about the Differences in our Floor Mat Options" with a video that provides additional product information comparing the FloorLiners to the All-Weather Mats.
I am sorry that the customer appears to have selected the incorrect product to suit their needs. However, the website is quite clear regarding the differences in the floor mat options.
Please let us know if you have further questions and we will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
There is no mention of the Retailer you purchased the Side Window Deflectors from. Please let us know from whom you purchased so that we may be of some assistance to you.
Initial Business Response /* (1000, 5, 2015/03/02) */
Thank you for your interest in [redacted] Automotive.
Looking at the system, the deflector set in question was temporarily on backorder. An email regarding the delay should have arrived shortly after the order confirmation notice when the...
purchase was originally submitted and I apologize if that was not received.
We actually received a new shipment of product on February 19. However, when we tried to release the order for shipping we found that we were unable to obtain an authorization to process the charge on the remaining portion of the order. A message was emailed to the customer regarding the issue on February 24, but we have not received a reply.
If the customer can contact their credit card company to determine why the authorization request was declined, we can try processing the charge again to release the product for shipment.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any email stating that the product was on backorder. Not only did I not receive that email, I have emailed your company 3 times, and filed a complaint with Revdex.com before I got any response whatsoever from anyone at Weathertech. That is unacceptable customer service, and I notice you have not even addressed the issue of you guys not communicating with me, as your customer.
Final Business Response /* (4000, 9, 2015/03/06) */
Looking in our system, I was able to locate two emails from the customer: one dated February 18 and the other dated February 20. Both emails received replies on February 24. We are a little behind in our email correspondence and I apologize for the slight delay in responding. However, the responses were not the result of the complaint being filed as the customer has implied.
In any case, the customer's desired resolution was that we ship the remaining product. As stated previously, the backordered item did arrive. Unfortunately, we have been unable to obtain the authorization from the credit card company to ship the final portion of the order.
If the customer will call us at 1.800.441.6287 after speaking with the credit card company, we will be able to try processing the order again so that we can supply the customer with the last portion of the purchase.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
A credit was issued to Mr. [redacted] on 1/18/17 in the amount of 189.90 and on 1/23/17 - 18.00 to his account both to a [redacted] ending in [redacted] I do apologize for any misunderstanding and if Mr. [redacted] paid return shipping please let us know what the amount was and I will refund that money to him. I will also be emailing him a return label if he decides to return the Cargo liner.
Complaint: [redacted]
I am rejecting this response because: Weathertech misrepresented their product, wasted my time, and they are unwilling to pursue a reasonable remedy, which would be to provide the correct mats at the same price. At this point, based on the time I've wasted, I will not rescind my complaint unless they provide the proper mats free of charge.
Sincerely,
Keith B[redacted]
Initial Business Response /* (1000, 5, 2015/04/01) */
Thank you for your interest in [redacted] Automotive.
Looking in our system, the customer called us in January to return a set of FloorLiners that he had ordered incorrectly on our website. We provided a return authorization number at that time...
so that the product could be refunded on return.
The return mats were logged in on March 13. The credit department posted the merchandise refund for $109.95 on March 17. According to the settlement data, the customer's card company settled the credit on March 19 so he should have funds at this time.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
I do apologize for the inconvenience. I have attached the PayPal transaction for the refund of Front and Rear Floorliners that were purchased by Ms. [redacted] The Credit was issued on August 1, 2016 to her PayPal account that was used for the original purchase. The Purchase price...
for the Flooriners was 179.90 and the refund for the Front and Rear Floorliners was 179.90. If another product was returned please contact us and we will research further but at this time I only see the Floorliners front and rear were returned and credit issued.
Revdex.com:I would like to cancel this claim as I was issued a refund.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/09) */
Thank you for your interest in MacNeil Automotive.
I spoke with the customer by phone this morning and discussed the service and product issues he had encountered. Per our conversation, we are sending him a new second row FloorLiner to try...
in the vehicle and he will let me know if he has any further questions or concerns.
Please feel free to contact me with any additional inquiries.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Mr. [redacted] we do apologize for the inconvenience in regarding the return of your SWD. The Returns Department could not find your return and that held up the Credit being issued. I have instructed the [redacted] Department to refund the $114.95 to your [redacted] Account Immediately.Thank...
I have issued the credit for the shipping of $18.00. I do not see that Mr. [redacted] has returned the Cargo liner to us for Credit. If he would like to send the Cargo liner back for credit let me know and I will email him a [redacted] Return Label for the Return and issue the...
Initial Business Response /* (1000, 5, 2014/12/31) */
Thank you for your interest in [redacted] Automotive.
After investigating the issue, it was determined that the customer filed the complaint with the Revdex.com before reaching out to us for assistance. Furthermore, the problem with...
the product was found to be caused by the customer purchasing the incorrect item from the WeatherTech eBay store.
We have shipped the customer replacement parts and consider this issue closed.
Please let me know if there are any questions and I will be happy to help.
Best regards,
[redacted] Automotive - WeatherTech
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company made very good on a problem they claim was my fault but it was not. They did send me the correct item I needed and am very happy they way they took care of this problem. They shipped me the right item very fast and made everything right. It shows to me that they truly care about there customers
Initial Business Response /* (1000, 5, 2015/02/24) */
Thank you for your interest in [redacted] Automotive.
I am sorry to hear that the customer is not satisfied with their purchase.
Unfortunately, we do not have plans to change the design of the 2014 Camry FloorLiners. We put quite a bit of...
research into the design of the product. The part does have holes to accommodate the Toyota factory installed retention devices. Additionally, we cut down the height of the side lip around the gas cap and trunk release levers to make access to these features a little easier and user friendly. However, the edges around the retention holes are built up and the base along the edge of the release levers is raised from the bottom level of the floor mat to help keep spills and debris within the liner.
The FloorLiners are designed to hold a reasonable amount of liquid. As a matter of basic maintenance, fluids do need to be drained from the mat periodically so that spills do not overflow the reservoir. During periods of inclement weather, the frequency of cleaning should be increased as slush and snow melt will build up quickly.
That being said, I understand that the customer was not satisfied with the performance of the WeatherTech product that was purchased through an outside vendor. For the simple reason that we do not have records of third party sales, we refer customers back to the point of purchase when there are problems. The reseller can then either process a warranty claim or refund depending on the stipulations of their stated return policy.
This point appears to be where the customer complaint originates. After researching the issue, we were able to determine that the local reseller did indeed refuse to refund the customer for the mats as the sale was outside of their 30 day return period. The one fact not mentioned by the customer in the complaint is that the date of the original purchase occurred 14 months ago. With this in mind, it is understandable why the vendor would be unwilling to process a refund for the purchase.
As the manufacturer, we will often handle warranty claims directly from customers who placed their orders through another vendor. As discussed by phone with the customer, we are willing to honor our warranty and replace the product in question. However, we are unable to process a refund for a purchase that was not made through our company.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It does not matter whether the mats are 31 days, 45 days, 60 days, or 2 years past the date of purchase. The warranty is for 3 years and during that three years the product has to work as advertised. The product has not. So the amount of time since purchase is not an issue.
It isn't an issue of the amount of liquid as Mr [redacted] suggests.
The fact that the dealer won't assist in the return is unfortunate, but does not alleviate the companies responsibility to ensure the product works as advertised. Replacing a product with an identically deficient product is not an answer and as Mr [redacted] states, there is no plan to change the design.
Therefore, the only remedy for a product not working as advertised is to refund the amount paid. I offered to accept the amount the dealer paid [redacted] for the product, which is the exact amount [redacted] would have to pay the dealer if the dealer were to assist in the return. They rejected that, which speaks volumes of their true intent and credibility.
Final Business Response /* (4000, 9, 2015/03/06) */
Under the terms of our warranty, our responsibility as the manufacturer is to replace product that is determined to be defective. Unfortunately, we do not offer refunds as part of our warranty policy.
The front FloorLiner set in question for the 2014 Camry is one of our best selling parts. The design has been extensively tested in the vehicle since the 2012 Camry was introduced in 2011. With routine cleaning and maintenance on the part of the customer, spills and debris will stay in the mat without spilling over. We do not find the design to defective in any way, yet we are willing to help the customer with a replacement part.
If a customer is not satisfied with the performance of a product we manufacture and wants a refund, the customer has the responsibility to contact the vendor that sold the product within the time frame specified by the reseller in order to make that request. Unfortunately, the reseller in question has a 30 day return policy and the customer did not attempt to resolve the issue for fourteen months.
As we did not take money from the customer and our warranty policy does not include an option for refunds, we are unable to comply with the customer request for a refund. The best offer I can make is to replace the product and possibly suggest that the customer make another good faith attempt to ask the reseller for a refund as this appears to be where the actual dispute originated.
Please let me know if you have further questions.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Final Consumer Response /* (4200, 11, 2015/03/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The product does not work as advertised. Period.
The fact that it is their best selling product is completely irrelevant.
The fact that it has been extensively tested in both unsubstantiated and also completely irrelevant.
Their claim that they find nothing wrong with the product shows their true intent. I can prove that the product leaks. Anyone who bothered to look can see that the edges I referred to in my complaint are cut lower than is necessary. This fact is indisputable. Yet they find no problem with the design.
They claim in their advertising that these mats are "perfectly formed", which they are clearly not.
They advertise that I should purchase this product to maintain the value of my vehicle by keeping the carpeting clean. It does not.
I find their response to be disingenuous. Let's just say I find this company to be disreputable and it appears they have no interest in standing behind their market claims on this product.
You can close this case as unresolved and unsatisfactory.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. I received the refund to my bank on 2/5/2016.
Sincerely,
[redacted]
Hi Mr. [redacted] I wanted to follow up with you via email to give our official word on your situation. Our Quality Control has proven, with a sample of the tile you sent back to us, that the “Pinking” we discussed, is indeed taking place from some form of contamination, and if you were to...
remove one of the tiles yourself and place in direct sunlight, you will be able to confirm it as well. Our warranty on the TechFloor website is quite clear in stating: "Exclusions to this warranty are normal wear and tear, damage due to abuse, abrasive conditions, UV exposure, excessive manipulation/repeated installations and exposure to chemical contamination, such as spilled gasoline, oil, etc. We are reasonable people and we believe in customer satisfaction. Depending on the situation, we will either replace your product at no charge or charge you a prorated amount for a replacement. This warranty is extended to the original purchaser of this product, and is non-transferable.” Here is a link if you would like to view it on the site. [redacted] I’ve been working hard to help assist you on this and have been given the word that if you would like replacement tile of a different (available) color, we can offer it to you at a 50% discount, but will not be able to cover the labor to remove/replace/recycle your existing tile.
Initial Business Response /* (1000, 5, 2014/11/28) */
Thank you for your interest in [redacted] Automotive.
I had the opportunity to review the full email correspondence between our representative and the customer. After reading the text, it became apparent that there was a misunderstanding on...
both sides as to what was being authorized for return and what was actually supposed to be returned.
Our representative called the customer back and they resolved the issue.
If there are further questions, please let me know.
Best regards,
[redacted]
Call Center Manager
[redacted] Automotive - WeatherTech
[redacted]
Initial Business Response /* (1000, 5, 2015/09/24) */
Thank you for your interest in [redacted] Automotive.
I apologize that there was some confusion with the change of address and delivery times on the order for the replacement buckle. The information has been forwarded to the credit department...
and they will simply issue the refund for the original order in the amount of $30.90.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
MacNeil Automotive
[redacted] ext [redacted]
Initial Business Response /* (1000, 5, 2015/03/25) */
Thank you for your interest in [redacted] Automotive.
Looking at the customer's order notes, the issue appears to be that they ordered a set of our All-Weather Mats for their 2015 Chevy Colorado when in fact they really wanted the...
FloorLiners.
Following the customer's example of the 2015 Chevy Colorado, when the vehicle information is entered on our website the webpage offers three different types of floor mats: the FloorLiners, the All-Weather Mats, and the All-Vehicle Mats. Not only does each individual product option include numerous photos, videos, and an extensive text description of each mat style, but there is also a large box situated directly above the mats labeled "Learn about the Differences in our Floor Mat Options" with a video that provides additional product information comparing the FloorLiners to the All-Weather Mats.
I am sorry that the customer appears to have selected the incorrect product to suit their needs. However, the website is quite clear regarding the differences in the floor mat options.
Please let us know if you have further questions and we will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
We apologize for the inconvenience and we will email you a prepaid [redacted]abel and issue a full refund when the merchandise has been returned.
There is no mention of the Retailer you purchased the Side Window Deflectors from. Please let us know from whom you purchased so that we may be of some assistance to you.
Initial Business Response /* (1000, 5, 2015/03/02) */
Thank you for your interest in [redacted] Automotive.
Looking at the system, the deflector set in question was temporarily on backorder. An email regarding the delay should have arrived shortly after the order confirmation notice when the...
purchase was originally submitted and I apologize if that was not received.
We actually received a new shipment of product on February 19. However, when we tried to release the order for shipping we found that we were unable to obtain an authorization to process the charge on the remaining portion of the order. A message was emailed to the customer regarding the issue on February 24, but we have not received a reply.
If the customer can contact their credit card company to determine why the authorization request was declined, we can try processing the charge again to release the product for shipment.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any email stating that the product was on backorder. Not only did I not receive that email, I have emailed your company 3 times, and filed a complaint with Revdex.com before I got any response whatsoever from anyone at Weathertech. That is unacceptable customer service, and I notice you have not even addressed the issue of you guys not communicating with me, as your customer.
Final Business Response /* (4000, 9, 2015/03/06) */
Looking in our system, I was able to locate two emails from the customer: one dated February 18 and the other dated February 20. Both emails received replies on February 24. We are a little behind in our email correspondence and I apologize for the slight delay in responding. However, the responses were not the result of the complaint being filed as the customer has implied.
In any case, the customer's desired resolution was that we ship the remaining product. As stated previously, the backordered item did arrive. Unfortunately, we have been unable to obtain the authorization from the credit card company to ship the final portion of the order.
If the customer will call us at 1.800.441.6287 after speaking with the credit card company, we will be able to try processing the order again so that we can supply the customer with the last portion of the purchase.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]
A credit was issued to Mr. [redacted] on 1/18/17 in the amount of 189.90 and on 1/23/17 - 18.00 to his account both to a [redacted] ending in [redacted] I do apologize for any misunderstanding and if Mr. [redacted] paid return shipping please let us know what the amount was and I will refund that money to him. I will also be emailing him a return label if he decides to return the Cargo liner.
Complaint: [redacted]
I am rejecting this response because: Weathertech misrepresented their product, wasted my time, and they are unwilling to pursue a reasonable remedy, which would be to provide the correct mats at the same price. At this point, based on the time I've wasted, I will not rescind my complaint unless they provide the proper mats free of charge.
Sincerely,
Keith B[redacted]
Initial Business Response /* (1000, 5, 2015/04/01) */
Thank you for your interest in [redacted] Automotive.
Looking in our system, the customer called us in January to return a set of FloorLiners that he had ordered incorrectly on our website. We provided a return authorization number at that time...
so that the product could be refunded on return.
The return mats were logged in on March 13. The credit department posted the merchandise refund for $109.95 on March 17. According to the settlement data, the customer's card company settled the credit on March 19 so he should have funds at this time.
Please let me know if you have further questions and I will be happy to help.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
I do apologize for the inconvenience. I have attached the PayPal transaction for the refund of Front and Rear Floorliners that were purchased by Ms. [redacted] The Credit was issued on August 1, 2016 to her PayPal account that was used for the original purchase. The Purchase price...
for the Flooriners was 179.90 and the refund for the Front and Rear Floorliners was 179.90. If another product was returned please contact us and we will research further but at this time I only see the Floorliners front and rear were returned and credit issued.
Revdex.com:I would like to cancel this claim as I was issued a refund.
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/10/09) */
Thank you for your interest in MacNeil Automotive.
I spoke with the customer by phone this morning and discussed the service and product issues he had encountered. Per our conversation, we are sending him a new second row FloorLiner to try...
in the vehicle and he will let me know if he has any further questions or concerns.
Please feel free to contact me with any additional inquiries.
Best regards,
[redacted] Automotive
[redacted] ext [redacted]
Mr. [redacted] we do apologize for the inconvenience in regarding the return of your SWD. The Returns Department could not find your return and that held up the Credit being issued. I have instructed the [redacted] Department to refund the $114.95 to your [redacted] Account Immediately.Thank...
you for your patience.
I have issued the credit for the shipping of $18.00. I do not see that Mr. [redacted] has returned the Cargo liner to us for Credit. If he would like to send the Cargo liner back for credit let me know and I will email him a [redacted] Return Label for the Return and issue the...
Credit when we receive it back.
Initial Business Response /* (1000, 5, 2014/12/31) */
Thank you for your interest in [redacted] Automotive.
After investigating the issue, it was determined that the customer filed the complaint with the Revdex.com before reaching out to us for assistance. Furthermore, the problem with...
the product was found to be caused by the customer purchasing the incorrect item from the WeatherTech eBay store.
We have shipped the customer replacement parts and consider this issue closed.
Please let me know if there are any questions and I will be happy to help.
Best regards,
[redacted] Automotive - WeatherTech
[redacted] ext [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/01/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company made very good on a problem they claim was my fault but it was not. They did send me the correct item I needed and am very happy they way they took care of this problem. They shipped me the right item very fast and made everything right. It shows to me that they truly care about there customers