By Others Construction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
No resolution offered just excuses. MMy attempts of getting a hold of them have been rejected. Admittance of overcharging without permission and I can provide pictures of dash just prior to giving them that will prove it was NOT cracked beforehand. Several witnesses are available, one of which who was there during the exchange.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I will only accept if the new part which was broken by the Hydrowerks company is hydrodipped and delivered as that is what I originally paid for, regardless of what it costs this "company". The location of delivery "mother's house" I will approve of is [redacted]. As shown, there are too many supposed owners of this company whom lack communication throughout. Absolutely will not attempt contact with any of the "owners" unless it is on this recorded session in Revdex.com. Any attempts made to the "owners "were either rejected or fell on deaf ears.
Regards,
[redacted]

First off, there was NO attempt to contact Hydrowerks LLC via telephone, email, text, or facebook regarding this matter. I would submit all of our phone records, email, and website as evidence to this FACT.
To file a complaint with the Revdex.com without contacting representatives from our business is not the way to get an issue resolved. Publically bashing a business on a pubic forum, and calling them out is not the way to resolve an issue. And is not considered an attempt at contacting them.
A little background:
We met when I delivered your completed parts to you. At that time I explained the crack to you in full detail, and you were just fine with it. My exact words were that there were stress cracks in the bezel when we received them, and the cracks propagated when I was handling them. You said you were not at all surprised because this is from a big diesel truck that you race and dash shakes like crazy when you go down the track. I also explained that I epoxied the crack on both ends to keep it from breaking or cracking through. So, though you did not crack your dash, it also is not our fault that it cracked either.
As far as "upcharging" I believe the first quote you were given was for quite a few less pieces that you originally were quoted. Also you were asked to have the parts completely disassembled, they were not-- which added quite a few hours to fully disassemble AND reassemble when complete. The added parts which included two large door panels were more than quadruple the surface footage to prepare, paint, dip, and clear coat. If you contact any other certified (as we are)water transfer printing shop, they will charge anywhere from $950-$1100 for the amount of work we performed. I spent several hours at a fellow hydrographics business and he says he would not have done the parts we did for anything under $1000. We are new in this business and did poorly at quoting this job (one of our first bigger jobs). Another Hydrographics artist says his interior prices start at $250. That if for the bezel and one other small item such as an ashtray cover, nothing more.
After receiving this complaint and in order to bring this matter to resolution I searched for a replacement dash bezel. Even though I was very upset at how this was handled, I knew this had to be resolved.
Now first I spent several hours searching junk yards for a nice used one. Guess what, there are NONE in existence, because they are all CRACKED. There are spider cracks in almost all of them, and with this truck being 13+ years old, no wander it cracked more during normal handling....
So after countless hours searching for a used unit to fit this truck, I did find a couple on ebay. Their quality was questionable, with some scratching and SPIDER CRACKING.
To end this and resolve this issue fully, we purchased a brand new, unused unit. The full retail of these units is typically $399.95 See www.jimsautoparts.com for an example. This is not a cover, this is an actual brand new bezel.
If you would like this dash bezel please contact me at 920.286.2165 and I will deliver to your mothers house on my way home from work.
Because of the way this issue was handled, we will not be able to hydrodip this part for you, instead we are giving you are part that is far superior to the part you gave us.
What we have learned from this experience:
1)Quotes will be completed and signed by the customer before any work begins.
2)Take photos of all parts before and after work.
3) If ANY defects are found, contact the customer immediately to see if and how to proceed.
Sincerely,
[redacted]

Hello-
 
There are two different issues here that I will address separately:
 
1) The accusation of up-charge and inflated price.
 
Most of what we do is...

based off of a square inch estimate. The original quote of $150 was based off of no dis-assembly or reassembly as stated on our website. The quote was based off of a picture sent on Facebook. When I went to pick up the parts the customer was still removing some items from the vehicle. He asked if I could do his door panels as well and I agreed saying that it would be at a higher cost. He agreed and I said I would get back to him on a price once I got to look at all of the parts. This agreement was based off a material cost because we are trying to get our name known, and not charge for labor.
 
When I returned to our shop I found that all items were not completely dis-assembled. After I was able to fully review the cost of materials I was in contact with the customer. I informed him that I couldn't guarantee quality on the door panels because of their shape. I also discussed that due to safety reasons I could not decorate his airbag dash piece. Within that discussion I told him that the originally quoted parts would be $250 (because of dis-assembly and re-assembly) and $450 with the door panels.  
 
When I was finished with the parts I realized I had $500 in material costs into the products and requested that amount. Customer was not impressed with the upcharge. I understood, and said that we realize he agreed to $450 and I apologized for frustrating him, and knocked off another $25.00 which is where you see the $425.00 purchase price.
 
Customer has made claims that we overcharged based off of another companies generic pricing on the internet. We checked with that particular company, and other hydrographic processors who said they would've charged over $1,000 for all of these parts. If anyone from the Revdex.com would like to verify this, I can get you the companies contact information. We attempted to inform the customer of this, but was just accused of overcharging. 
 
So in complete response yes, we up-charged but only after more product was added to the initial order and assembly issues were assessed. The parts were not overcharged and I have conversations logged to prove that, along with any person having the ability to call another hydrographics processor to verify. 
 
 
2) The accusation of cracked dash piece.
When we received the dash it was already cracked. Our process involves sanding, painting, water immersion, water rinse, and clear coat. Due to the fact that we did not want the dash to crack further we put epoxy on the underside (not visible when installed) to help with the final product.
 
I believe assumptions were made by both parties which meant there was no communication about this.
 
When the parts were being delivered, the deliverer (one of the owners) informed the customer that we had used epoxy to strengthen the crack so we wouldn't break it. The customer said he knew it was there and said that it was fine and appeared happy with his product. It was not until later that evening that the customer decided to post a picture on Facebook stating that it was not cracked before and that we broke it. Later the next day he filed this report. Nothing was ever attempted to be fixed via phone or in person. The customer was aiming towards a public reaction on social media which we felt it best not to respond to.
 
Thank You,
[redacted]
HydroWerks LLC