Car Toys Inc

I was contacted by Natalie B[redacted] at Car Toys today and they are resolving this issue by having the car repaired this week.
 
Thank you
 
Sincerely,
 
[redacted]

Mr. [redacted] came into CarToys to address an issue with his car not starting after it sits for several days. We found that his starting battery had a drain on it of roughly .3-4 amps, caused by his aftermarket accessories that had been previously installed at different retail places are designed to...

stay on such as aftermarket camera’s to monitor his Honda [redacted] We installed an auxiliary battery with an battery isolator on 11/9-11/11/17 as requested by Mr’ [redacted]. We also moved all of the accessories to that battery, due to the fact that the design of the items caused a large drain. By moving them to the auxiliary battery, it solved the drain on the starting battery. However, on December 7, 2017, Mr. [redacted] brought his Honda [redacted] back because the starting battery had once again died. We performed a current draw test, and found the starting battery to have a .001 amp draw. This is an outstanding test, being that the normally accepted limit for draw is 0.03 amps.  At this point, we were confused as to why the battery was draining. However, upon further tests, we found that the battery that was being used to start his car, consistently changed the performance test of cold cranking amps. I informed Mr. [redacted] of my findings, and he told me that he had purchased his battery from [redacted]. I reached out to the owner, [redacted], and he instructed me that the battery that had been sold to him by his store, was the incorrect type for starting a car. To take care of our mutual customer, [redacted] offered to help out by returning the incorrect battery and get him the correct one. I informed Mr. [redacted] of this, however, he did not want to deal with [redacted]. I offered to do the exchange at [redacted] myself to get him taken care of. He declined, and opted to pick up his vehicle to take it out of town to get work done for other matters. We had reached out to Mr. [redacted] multiple times, however, did not receive a response. I followed up with the customer today and let him know that we have arranged to get his primary battery replaced with the correct one and he refused and said his car is out of state having other items done and doesn’t know when it will be back in Texas. He ended the call saying he would challenge some of the charges with his bank. Below is the email from the retail store he purchased his primary battery at. Darrell N[redacted]From: [redacted] <[redacted]@[redacted]> Date: January 6, 2018 at 6:55:16 PM CST To: "[redacted]@cartoys.com" <[redacted]cartoys.com> Subject: RE: [redacted] BATTERY HONDA [redacted]RE: [redacted] battery install/ diagnosis  To Whom it may concern, Michael at Car Toys Irving, reached out to us concerning Mr [redacted]'s Honda [redacted] battery installation that we did last year.  Michael at Car Toys tried several times contacting the customer to further help him solve his problem. We are open to help resolve any concern with the Battery that we installed for him. He has a warranty on the Battery (main under the hood).  Michael has been calling me every week for the past month to help him, help Mr.[redacted] swap battery. But I believe Mr [redacted] is not responding to Michael. Best Regards, [redacted]  President / CEO[redacted] [redacted] 
[redacted]
[redacted]

Complaint: [redacted]I am rejecting this response because: what the Store manager had told me was a lie! I am still out the initial cost of the phone, I never asked for credit to the T-Mobile account , and I was told by the manager of the store that I would receive the money back for the total cost of the Phone to pay-off [redacted] in a Visa gift card which I still have never received any gift card. Plain and simple I was lied to so I would buy the phone and change my service with them.Sincerely,[redacted]

To whom it may concern,   I spoke with Mr. [redacted] regarding the vehicle containing the aftermarket GPS tracker that was brought into our Burlington store back in November for removal. The person that brought the vehicle in represented herself as the owner of the vehicle and requested we...

remove it from the vehicle due to privacy concerns. We did so in a professional manner and did not do any damage to OEM wiring in the vehicle. I agreed to provide Mr. [redacted] with a receipt for documenting of the work the completed upon verification of vehicle ownership. Once I was able to verify his driver’s license and registration for the vehicle, I promptly sent him a copy of the documentation requested. Mr. [redacted] states he is now satisfied and said will be closing out the Revdex.com complaint.   Thanks,   Don L[redacted] WAS Regional Manager Car Toys, Inc.

Mr. [redacted],First, I'd like to apologize for the issues you've had regarding our extended service outside the normal Car Toys area.  Obviously, this wasn't the intent when we offered you the plan.  I'll explain a few things that should clarify the problems you're having, and what we'll be...

doing to take care of you.When we offer our extended service to customers, we offer it as a "system" warranty.  A system to us is all components, harnesses, cabling, etc. that we sell on that invoice.  Unfortunately, [redacted] (the warranty company) has a different definition, and only covers what they consider "car audio product"...things like CD receivers, navigation, speakers, amplifiers, etc.  To [redacted], the Bluetooth module add-on is an accessory which is why they aren't authorizing the fix on that or the microphone.  When [redacted] denies certain aspects of a warranty claim, that's where we as Car Toys step in and take care of the issue, as you DID purchase a "system" warranty from us.  98% of the time, those customers are near a Car Toys and we can resolve that issue immediately.  Why this wasn't conveyed to you in Colorado I cannot answer, unfortunately.I've spoken with the assistant manager in Silverdale, Gabriel W[redacted], and let him know your current situation.  I've given him your information, and would like you to contact him @ ([redacted]  He works Friday-Tuesday, usually from 9am to 5pm.  He'll need any copies of receipts that weren't reimbursed by [redacted] so we can get those resolved, and I've already had a new [redacted] sent to the Silverdale location so that we can ship it out to you as a replacement for your defective module/microphone.  If there are any other issues regarding the system sold, he is more than capable and empowered to handle those accordingly.If you have any further questions/concerns, feel free to reach out to me personally regarding this and I'll help in any way I can.Thank you for your time. Zachary W[redacted]Regional Administrator – SWA Car Toys[redacted]@cartoys.com

To whom it may concern,
I agree with the customer's statement.  Once the part comes in and the work is completed, the customer will give the final bill to the Car Toys location on 1420 Harrison St for payment.  
Thank you,
Jason J[redacted]SCO Regional ManagerCAR TOYS, Inc.

To whom it may concern,Regional Administrator (Miles) spoke with customer, directed him to the store to pick up his cash. The store is expecting him, and this should fully resolve this issue. Thank you, Miles A[redacted]

Complaint: [redacted]
I am rejecting this response because:It has been seven days since my discussion with Car Toys. I was not able to get the old receipt, but if Car Toys really wanted to help they would of walked over to their Neighbor which is the Company that ended fixen the issue. Littelry only 50 yards from their building. Car Toys has not refunded the partial amount that we agreed. They have not followed up either to see what happened to the receipt. 
Sincerely,
[redacted]

To whom it may concern,
 
Mike P[redacted] the Store Manager of the Tacoma store was in contact with Mr. [redacted] to issue him a refund of $1728 to his card. Mike P[redacted] will be willing to work out any additional refunds regard this matter moving forward.
 
In terms of repairs, we can have them done at the Puyallup location if you feel like Tacoma is incapable of taking care of them. Let Mike or myself know when a good time would be to have this scheduled.
 
Please let me know how else I can try to resolve your issues.
 
Thanks,
 
Don L[redacted]
WAS Regional Manger
Car Toys, Inc.

The Regional Manager has called the customer on 9/20/16 and the customer was in Germany and the phone call was costing him extra money.  He asked me to leave a message and he will call me back.  Regional manager has not received any calls back yet about this situation and has checked...

with the store to see what was offered to take care of the customer.  The customer has a warranty claim for a Kenwood [redacted] to repair and the customer wants an instant swap.  The store offered to put a radio in for the time he would be without the radio and was under the impression that the customer doesn’t have the factory radio anymore to put back in.  He is not happy with this solution.  The customer does have an extended warranty which covers parts and labor  and we will cover pulling out the product, shipping costs, repair costs, and re-installation.  The extended warranty covers parts and labor and is not an upgrade policy to new product when the product can be repaired.  We send all product to a certified repair facility.  If the customer did not purchase a warranty he would have no coverage at this point.  Car Toy is fulfilling the warranty process for the customer and will help expedite the process as soon as possible.

Hello Mr. [redacted],
 
Car Toys stands, behind our installation, work and would gladly repair any damage to a vehicle that one of our installation techs caused.  However,  after a thoroughly investigating this matter (reviewed video footage, and having another shop get a second opinion, etc.), the damage was not caused while work was being completed by Car Toys.  I understand your frustration and that you sincerely believe that we caused the damage, nevertheless we will not admit fault for damage that was not caused by Car Toy. 
 
Regards,
 
Don L[redacted] | [redacted] Manager

Complaint: [redacted]
I am rejecting this response because:So I dont want car toys to install these OEM parts. They ammitted to damaging my car and a full refund of the parts that the put in. But they are only giving me the option of the OEM parts and I have a witness to when they said this. They have done nothing but scamed me. I have a diagnostic done for the starter saying it was because of the after market part. The company wont even look at my car and they just belive what their workers said ensted of investagating it and not even seeing thae damge they caused(obvious) doors dont look and door hinges and locks coming out!!! Is there any way the Revdex.com can investigate this? Is there any thing I can do to get my refund? They didnt render the servies I asked for and tried to force fit non mazda parts into my mazda that needs specific mazda parts to go in it. I talked to this store multiple times and all the do is pretend and make up stories like they didnt even know!
Sincerely,
[redacted]

To whom it may concern,After learning that Mr. [redacted] wanted our Fort Worth location to have more installation work done on his vehicle he referenced in this complaint, I very briefly spoke with Mr. [redacted] on the phone Friday, February 2nd to hear him out, and work to an agree upon a resolution. Regretfully, Mr. [redacted] received another phone call just moments into our call, stated he would call me back, but I he has yet to call back. Respectfully, Darrell N[redacted]FTX Regional MangerCar Toys, Inc

To whom it may concern,
Mr. [redacted] was called and asked to come back to the store on 10/12/16.  He agreed and was offered a 100% refund for the multiple issues he had with his product.  The customer arrived to the store today and worked with Eric W[redacted] the store manager.  They worked...

out a deal to refund $150 for the inconvenience and we extended his return policy or another 30 days to ensure he had enough time to use his new product and make sure it was satisfactory to him.  We fixed all his fitment issues and the customer left happy with the new terms.
Best Regards,
Jason J[redacted]SCO Regional ManagerCAR·TOYS Inc.

Complaint: [redacted]I am rejecting this response because:
I have scheduled for the part to come in and I was told that once it does and the work is finished that Cartoys will pay for this to be fixed. The part has not arrive so I cannot update this file until the work and part has been paid for! For more information please contact me directly [redacted] Sincerely,[redacted]

To whom it may concern,
Mr. [redacted] wanted his “customer owned gear” (COG) installed in a convertible Ford Mustang. His COG equipment included an amplifier, deck, and satellite radio tuner. The customer had attempted to complete the install himself prior to bring it to us. When he brought the car...

to us it was in pieces (with some panels not even in the car) as he could not do the install. Our very experienced installer was involved in qualifying at the time the customer came in and checked it in. The installation technician looked at the equipment and told the customer that the amplifier should fit under the seat but it would be close. The amplifier would not physically fit under the seat. The customer never made any mention of secondary locations to mount the amp or locations he did not want the amplifier mounted. The only other location to mount the amplifier is in the trunk. The amplifier was mounted in the trunk via a board mounted under the carpet. When he came to pick up the vehicle he was disappointed that the amplifier was not mounted under the seat. He then requested that we mount the amplifier in the cavity where the convertible folds into. We explained to him why that was not a viable location to mount the amplifier, and he got angry with us. The customer then asked to have the amplifier fully removed and a full refund. We fully removed the amplifier and gave him a full refund. He then was upset we didn’t give him a full refund of all costs (including the radio and satellite radio). We explained to him that his issue was with the amplifier install and not the deck or satellite radio. He agreed but was not happy. He said that he was going to go home and install the amplifier correctly and come back to “show us how it’s supposed to be done”. His COG amp kit’s power wire was cut to length to install the amplifier. The amp kit that he brought is fully functional to any location that he decides to put the amplifier. The original invoice was for $350.73 of which $142.89 (the amplifier installation) has been refunded per his request. Currently we have been unable to contact the customer to discuss his reasoning for the addition requested refund amount.
Darrell N[redacted]FTX Regional ManagerCar Toys, Inc.

Hello Mr. [redacted],We had another shop investigate your claim of damage for a second opinion. Upon reviewing the damage you stated was caused by Car Toys, I can confidently say there we are in no way responsible for the type of damage you are reporting.The facts are we didn’t work on the part of the...

vehicle where you say the damage was caused. We installed a remote start and there is no reason why we would have a heat gun iron in the vehicle which is what you suggested caused the damage. Upon reviewing the photos of the damage we did observe there seems to be a portable GPS type device installed in the center console area (where the damage is located) that we did not install. It is possible the damage may have come from the person that installed that. Thanks,
Don L[redacted] | [redacted] Manager

To whom it may concern,This issue has been resolved.  The customer was mailed a check for the charges they incurred that [redacted] wouldn’t cover.  The customer has also been shipped a new KCE250BT Bluetooth module with a return label to ship his defective one back to us.  Please let us know if you have further questions.Thank you,Maddie D[redacted]

To whom it may concern,
 
Our insurance company retained an independent appraiser who went to the Lexus dealership and inspected the vehicle.  The independent appraiser determined the ignition system and starter are functioning properly.  There were no signs the parts were damaged.  He did locate an error with the cruise control computer (ECU); however there was no indication this was due to any external sources.  There was no sign the unit was tampered with.  This unit is under the dash on the passenger side and our installer was only working on the driver side of the car.  The appraiser stated it was an internal failure based on age and wear; the vehicle is 12 years old.
 
The Lexus dealership’s diagnostic of the vehicle matched the independent appraiser’s.  The only error noted was the ECU; they also found no sign of tampering and determined the failure was based on age and wear. 
 
Our insurance company offered to pay the customer for the diagnostic test performed by the Lexus dealership.  The diagnostic bill amount was $294.34.  The customer declined the offer.
 
Thanks,
Car Toys, Inc.

To whom it may concern, There seems to be discrepancies in what was reported and what actually took place in the store. I spoke to the named individuals and they denied we agreed that we had damaged Ms. [redacted] vehicle.  Please know that any damage we caused to Ms. [redacted] vehicle will...

gladly be fixed by Car Toys or at the dealership at no expense to the customer. At this time we are reserving the right to not do a full refund however; we are willing to fix the car to the customer’s expectations. We agreed to order and install the OEM parts for the purposes of getting the vehicle to the point of operation that meets Ms. [redacted] expectations. The parts have been ordered and received in at our store and are on sight and currently waiting for Ms. [redacted] to schedule an appointment for installation. If Ms. [redacted] no longer wants to work with the Tacoma location we can arrange for the install to be done at a different Car Toys of Ms. [redacted] choosing.