Carl's Stereo On Wheels

[redacted] I believe you wrote the Revdex.com letter prior to speaking with my tint guy about thisAccording to him, you are all handledCan you please confirm that this is the case so I can be assured that you are a happy customerWe appreciate your business!!

Thanks ***I will call you when this is ready for inspection [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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]Acceptance is pending the results of the work to be done as described by the businessAfter the work is complete I will examine the cover before it is reinstalled on the truckAt that time if the work is satisfactory we can close this complaint in good standingI am dropping the cover off on Saturday November 5th at 9:in the morning so the work can be completed with inspection when it is done Regards, [redacted]

***, Thanks for taking the time out of your busy day to finally speak with me todayAfter our conversation, I think it is safe to say that this unit does not need repainted and just needs a clay/buff jobWe have you an appointment set to drop the lid off this Saturday 11/at 9am for this servicePlease confirm that this is the agreement that we spoke about this afternoon on the phone and we can move forwardThanks again for taking the time to get this handled [redacted]

***, My name is [redacted] and I happen to be the owner of the companyYou and I met for the first time when you were here to pick up your truckI know that I said this in person, but I want to say it againWe are sorry that your [redacted] cover was not perfect the first time that it arrived and needed to have work performedIt makes it tough on both us and the customer if there are paint issues when the product arrivesAll we can do when this happens is give you the best customer service possible and work through procedures set by ***We are just the selling agent in this caseYou have told both [redacted] and myself that your are very satisfied with our customer service and that we have been awesome so farSo, to get to the nuts and bolts your issue has to do with the [redacted] cover that you purchasedTo save time, let me briefly summarize your issues with the coverAt first you pointed out a few blemishes that you pointed out with the paintInstead of doing the procedure and shipping back to ***, we got an over ride to have fixed locally with [redacted] paying the ***The repair was proper and it fixed the issue that you pointed out to usUpon your further inspection, you pointed out additional spots that you were not 100% happy with [redacted] then got authorization from [redacted] to have the complete cover repainted at no chargeWe received the unit back and the paint was great, but it had swirl marks from when they buffed it at the factory that you could see in the proper light and at the right angle [redacted] sent a technician the same day to make this cover look like glass which they didBefore he left, we all inspected the cover and it looked greatdays later, we reinstalled the cover earlier in the dayYou took delivery only to return that night to point out several light scratches on the top surface of the cover [redacted] and I looked at this with you and agreed that someone had slid something across the top and put tiny scratches back into the surface of the fresh paintI pointed out the water makes on the top that went the same direction as the scratches and how it was obvious that a foreign object had been set on the cover when it was wet and it scratched the cover againYou pleaded your case that you didn't do this nor did you see anyone by your vehicleEven though this was not our issue, I agreed to have our local guy buff the fine scratches and take care of any costs associatedWe agreed to have this done that Friday and you were happy with that solutionThe very next morning, this complaint came over from the Revdex.comI tried calling you that day and the next but your voicemail is not set upWe had to cancel the appointment when you were not able to be reached***, we want to service you as the customer and I think we have done an excellent job of doing soYou've said so yourself each timeThe last issue you have is not something that we can call [redacted] on because their guy was here and left with your lid having not scratch with a great shineWe can speculate all day long about what was set on top your truck to cause those scratchesIt was done that day because of the water marks in the same exact direction and fashionI believe you when you said that it wasn't youThere is no reason for me to believe that you would lie to usIt looks like someone set a 12" square cardboard box on the top of your truck and slide it off leaving water marks and fine scratches in the fresh paintWe all agreeIrregardless, I offerd to foot the [redacted] and move onThis is still my offer but it appears that you have had a change of heartAt this point, [redacted] has done everything that they agreed to and so have weMy hope is that you will agree and let's get this issue solved and your unit to your satisfactionLet me know your thoughtsThanks in advance for your time***

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 Hi ***, This letter is to inform you that several attempts have been made to arrange a conference reply wit [redacted] ’s Shop Manager and [redacted] to respond to ***’s reply [redacted] shop manager [redacted] was willing to talk to [redacted] about his reply , sending several texts messages but got no reply from ***’s [redacted] is not giving this matter a priority and is dragging his feet in hopes I will go away [redacted] has [redacted] ***’s number and [redacted] is willing to explain why ***’s response is inaccurate in some areas [redacted] is an authorized certified Dealer and has diagnosed the problem and is pointing the finger at aftermarket wiring no questions asked [redacted] needs to make the call to [redacted] to get the technical rundown and accept that the installation was incorrectThank You [redacted] 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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

[redacted] I looked up your original ticket and you are correctThis was originally purchased and installed months ago on 03/20/We installed a Compustar Pro series top of the line unit, which is required if you have a manual transmission vehicleIt is one of the few units built for your manual transmission applicationThis unit has several layers of protection to avoid the vehicle starting while in gearYes, we do recognize that you said you didn’t use this until months later when realizing your issueAs you know already, I was the one you spoke with the very last timeLet me summarize the last conversation between you and I You explained to me that the only time the vehicle has issues is if it sits overnight or for a period of timeOtherwise, the system works properlyAnytime the vehicle was brought to us, you were never able to leave it overnight to simulate the issueI do understand that your schedule does not permit leaving with usAll we can do at that point is speculate possible issues and try to change programming etcWhen you contacted me personally, I pulled a technician aside and printed the technical data sheet for your exact vehicleAfter looking at the vehicle technical data sheet, there was nothing on there that is time sensitiveI then called technical support from Compustar and Spoke with Josh WhiteHe agreed with our findings and only had comment for us concerning this installation He said voltage could be the only factor that would differentiate if it sat for a while or not before remote starting the vehicleJosh also said that you had called him directly and he said the same thing to youFrom there, I told you that technical said the battery was most likely your issue and that you may want to get it checkedIn my very next breath, here is what I also said just checking the battery won’t workWhen you drive any place to have it checked, the battery would have a charge on it from the drive on the way there and the reading would not be accurateI also said the only way to check adequately is to test after sitting for a period of timeAt that point you agreed to purchase a battery from us and have installed on Monday 01/25/I special ordered the battery and agreed to have a technician come in hour early to work on your vehicleAfter you asking are you sure that it was a battery issue several times, here was my comment“If a new battery did not fix your situation, I would refund your money on both the battery and remote starter along with installing your old battery”You agreed that this was a “more than fair” solution and said the vehicle would be here Monday before we openedNeedless to say, you were a no show for your appointment and I have a battery that we don’t need sitting on the shelf I am sorry that you feel my response on the phone was rude and lacked professionalismThat is not my nature and don’t want any client to feel unvalued or disrespected in any matterI do remember our conversation very clearlyI did however express frustration to you when I had a hard speaking without being over talkedIt is impossible to have a meaningful conversation if each party does not let the other finish sentences and complete thoughts For whatever it is worth, I apologize if you took me speaking up to you the wrong wayIt was not my intent Lastly, your confidence in us after speaking with Kerry Ford The Kerry Ford vehicle (singular not plural) turned out to have some type of weird factory remote start prep package that would not allow any aftermarket unit to workWe ended up having to resort to installing a Factory Ford remote start and returning the sale on the aftermarket systemThis was a very unusual circumstance and no one could know of an issue such as this in advance including the customerThis customer is now extremely happy with us for all the effort we put into research on his behalfIn his words our customer service gets an on a scale from to Resolution I will still honor my original solution that you and I agreed upon to correct the issue with your vehicleMy offer still includes the refund of the battery and remote start if it does not correct your remote start issueI will ask you to drop your vehicle the night before your appointment so that we can test properly under the same circumstances that you are complaining aboutIf you have to rent a vehicle to do so, I will also credit your account the $25-$it would cost for the rental vehicle as well if the battery is not the issueIn other words, my confident level of your issue being the vehicle battery is extremely high and I am backing up my statementThis is our 21st year in businessWe are proud of our excellent customer service and appreciate every customerMy goal is to have you feeling this same way at the end of the dayThanks for your time and I look forward to hearing your reply / [redacted] Style Definitions */

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]I am copying and pasting the text of my reply below It is also included on a PDB attachment for your convenience If you have any further ***ions, please do not hesitate to contact meYour time and consideration of this matter is appreciated
Regards,
*** ***, M.A

The ASWC-steering wheel control module is a universal
component designed to allow an aftermarket radio to work with the factory
steering wheel controlsThis unit will work 99% of all cars on the market and
is the most advanced product to dateWe install 500+ units a year and
only
have 1-vehicles that are incompatibleThe *** *** is on the
application chart as a compatible vehicleAll we can go by is this chart
However, Mrs*** vehicle is a very “base model” vehicle and is not compatible
with this deviceThis was determined after several hours of conversation with
the tech support team that created this deviceWe tried everything they asked
us to do and it will not workUnfortunately, we do not manufacturer or write
software codeAll we can do is install products that have been developedMrs
*** is insisting that it will work and that we are wrong.
As far as the “disconnect battery” commentThis
installation kit is sold to both consumers and professionals alikeFor a consumer
that does not perform these services on a daily basis the instructions say
battery disconnect recommendedIt is not necessary for professionals that know
how to perform this procedure
On the service engine light issueThis light was not on when
we pulled it out of the install bay and was not due to the procedure that we
performedIt did not come on until the vehicle hesitated to start after the
factEven though this was the case, I offered to reset her light (at no
charge) but told her that our install bay was full at the present timeThis is
when Mrs*** and I started having issues with one anotherShe wasn’t
happy that we couldn’t drop everything and reset her light immediatelyShe also
said multiple times that *** said the steering wheel controls could be
hooked up and didn’t know why we couldn’tAfter not listening to what I was
saying time after time she became unreasonable to deal withI asked her
POLITELY several times to leave our facility if she wasn’t going to listenShe
refused to leave and persisted to argue and very loudly at this pointAt this point
she was disrupting business and we were left with no choice but to call the police and have her removed
When the sale was initially consummated, one of my sales
agents collected a $deposit to special order a non-stocking dash kit for her
installationI did tell her that she was not charged for any parts and labor
for this procedureAt the time I hadn’t realized that she left this $
depositThe minute she brought this to my attention, we ran a credit on her
card for the $deposit she had madeShe received a copy of this credit slip,
but is distrusting that we did the credit still
All in all…The fact that this module will not work with
Mrs*** vehicle is not due to the product we sold or our installation
capabilitiesHer vehicle is just to basic of a trim level and it will not
workEven though we shipped in specialty parts, wasted 4-hours of labor and
much more admin time, she was not charged a dime for anythingThis radio could
have still been installed without the steering wheel controls, but she would
not have thisYou can only tell a customer the same thing so many times before
they literally wear you outI am a very patient person, but Mrs***
tested my limits until I had to have her removed by the police
Desired settlement from Mrs*** was to
have her light resetI offed to do this for her (again, at no charge) the
first timeIf she still needs this done, I can perform but by appointment
onlyIt only takes a matter of 15-minutesThis light is on due to a hard
start, not because of the radio service we performedEither way, I have no
issue with helping her with this
I only ask that she not try and communicate her points to me again while waiting for her vehicle or try causing any further issuesMaybe her friend can bring the vehicle to us insteadThanks,Carl M***

***I believe you wrote the Revdex.com letter prior to speaking with my tint guy about thisAccording to him, you are all handledCan you please confirm that this is the case so I can be assured that you are a happy customerWe appreciate your business!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi ***, This letter is to inform you that several attempts have been made to arrange a conference reply wit* ***’s Shop Manager and *** to respond to ***’s reply*** shop manager *** *** was willing to talk to *** about his reply , sending several texts messages but got no reply from ***’s*** is not giving this matter a priority and is dragging his feet in hopes I will go away*** has *** ***’s number and *** is willing to explain why ***’s response is inaccurate in some areas*** is an authorized certified Dealer and has diagnosed the problem and is pointing the finger at aftermarket wiring no questions asked*** needs to make the call to *** to get the technical rundown and accept that the installation was incorrectThank You *** ***
Regards,
*** ***

I have reviewed the response made by the
business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
How ever I would like Carl to contact me so I can explain more to him why I was so dissatisfied with the response I got thanks
Regards,
*** ***

***, My name is *** and I happen to be the owner of the companyYou and I met for the first time when you were here to pick up your truckI know that I said this in person, but I want to say it againWe are sorry that your *** cover was not perfect the first time that it arrived and
needed to have work performedIt makes it tough on both us and the customer if there are paint issues when the product arrivesAll we can do when this happens is give you the best customer service possible and work through procedures set by ***We are just the selling agent in this caseYou have told both *** and myself that your are very satisfied with our customer service and that we have been awesome so farSo, to get to the nuts and bolts your issue has to do with the *** cover that you purchasedTo save time, let me briefly summarize your issues with the coverAt first you pointed out a few blemishes that you pointed out with the paintInstead of doing the procedure and shipping back to ***, we got an over ride to have fixed locally with *** paying the ***The repair was proper and it fixed the issue that you pointed out to usUpon your further inspection, you pointed out additional spots that you were not 100% happy with*** then got authorization from *** to have the complete cover repainted at no chargeWe received the unit back and the paint was great, but it had swirl marks from when they buffed it at the factory that you could see in the proper light and at the right angle*** sent a technician the same day to make this cover look like glass which they didBefore he left, we all inspected the cover and it looked greatdays later, we reinstalled the cover earlier in the dayYou took delivery only to return that night to point out several light scratches on the top surface of the cover*** and I looked at this with you and agreed that someone had slid something across the top and put tiny scratches back into the surface of the fresh paintI pointed out the water makes on the top that went the same direction as the scratches and how it was obvious that a foreign object had been set on the cover when it was wet and it scratched the cover againYou pleaded your case that you didn't do this nor did you see anyone by your vehicleEven though this was not our issue, I agreed to have our local guy buff the fine scratches and take care of any costs associatedWe agreed to have this done that Friday and you were happy with that solutionThe very next morning, this complaint came over from the Revdex.comI tried calling you that day and the next but your voicemail is not set upWe had to cancel the appointment when you were not able to be reached. ***, we want to service you as the customer and I think we have done an excellent job of doing soYou've said so yourself each timeThe last issue you have is not something that we can call *** on because their guy was here and left with your lid having not scratch with a great shineWe can speculate all day long about what was set on top your truck to cause those scratchesIt was done that day because of the water marks in the same exact direction and fashionI believe you when you said that it wasn't youThere is no reason for me to believe that you would lie to usIt looks like someone set a 12" square cardboard box on the top of your truck and slide it off leaving water marks and fine scratches in the fresh paintWe all agreeIrregardless, I offerd to foot the *** and move onThis is still my offer but it appears that you have had a change of heartAt this point, *** has done everything that they agreed to and so have weMy hope is that you will agree and let's get this issue solved and your unit to your satisfactionLet me know your thoughtsThanks in advance for your time***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]Acceptance is pending the results of the work to be done as described by the businessAfter the work is complete I will examine the cover before it is reinstalled on the truckAt that time if the work is satisfactory we can close this complaint in good standingI am dropping the cover off on Saturday November 5th at 9:in the morning so the work can be completed with inspection when it is done
Regards,
*** ***

***,
First of all, I apologize that you had an issue with your truck shortly after we installed your truck capI assured you that I would thoroughly research the issue with your vehicle and that I didBelow is the outcome of my research.
months prior to your installation
we installed truck caps for a fleet company on the same vehicle as yours and wired them the same exact wayWe have seen no issues what so ever with any of these vehiclesWe consulted *** *** who is our industries leading producer of wiring schematics and vehicle diagrams on your particular vehicleBasically, their technicians reverse engineer every vehicle to get us accurate data for integrating aftermarket accessories to today's vehiclesThe senior expert there agreed that hooking up a LED brake light to that circuit will in no way "cause" an issue with the BCMHere is his evaluation on what could possibly cause these lights to come onHe said that he has seen in the past where the circuit board in the BMC has bad solder connections or was not properly grounded in the manufacturing stageMost of the time it does not cause an issue immediately, but usually fails over a period of timeThis make sense if several lights on your dash that are not even on the same circuit all come on at onceThey all share a common ground and that is the only thing they have in commonThe 3rd brake light on your truck cap still worked and that circuit powered it fine the whole timeYour BMC may have been trying to grab a ground through the 3rd brake light as the path of least resistanceWith DC voltage, the flow of energy starts with the ground and is returned back through the power sideJust the opposite of what most people thinkAlso, when you have circuits back feeding over a long period of time things wear, break, and finally something will failIgnoring the lights on your dash for months was probably not the best idea, but who hasn't done that in the pastI'm not criticizing the dealers opinion, saying we are smarter than them, or implying that they have no clue what they are doingThey hear that the lights were not on before the truck cap was installes and makes 1+1=and install a new BMCThey don't have access to the tech data that we do for integrating aftermarket accessoriesThey simply replace parts that are brokeIn summary, if hooking up the 3rd brake light to this circuit was improper we would have more vehicles with the same problem and we don'tI believe your case is unique and this brake light only "exposed" a pre existing problem with the BMCIf we did not perform this install it still may have still failed down the road or it could have lasted foreverWho knowsThe net of it is call me to discuss the research that I did on this case at your convenienceWe strive for 100% customer satisfaction and value you as a clientI will do what is necessary to insure your satisfaction and faith that we are the experts in the volt businessThanks for your time and I hope to hear from you soon.
*** ***
*** *** ***
*** *** *** ***
*** *** **
*** ** ***
*** ***
*** ***
*** ***
** *** *** *** *** *** *** ***"

Thanks ***I will call you when this is ready for inspection *** ***

Customer's Lid was repaired by *** Auto Body and is not to the customer's satisfactionHe appreciates and agrees that this unit is now acceptable to him and he is happy with its appearance.*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.]First off let me say that *** has done all he can to resolve this issueThe cover has been back multiple times and it is still not right but *** has done all he can doNow *** on the other hand even entertaining the idea that someone set at box on this and made the scratched is way out of lineThat is not customer service in my opinion and for someone that has been as patient as I have been that is not treating me right. After *** suggestion is what upset me the most and made me decide to file this claimWith them telling me the cover had been repainted and send back when it had never beenYou can even see the horrible spot in job they did before on the cover was sent out to be "repainted" this time and that tells you it was never repaintedWhat went on was a cover up job that did not go well and I caught itThis is when I knew I was going to have to take further action and file this claimWhen I told *** about all the voids and/or white spots in the paint on the cover he said it was just the type of paint and that the same spots were in the paint on the truck its self, he then looked into the paint on the truck itself and could not find the same spots. I am afraid to even wash the truck before this is over because of the way he talked to me and treated the situationThe swirl marks have came back and there are chips in the paint on the coverOne he is aware of because I even pointed it out to himSince then I have taken it to a body shop and had the body shop give their opinion on the paintThe painter looked at it and the first thing out of his mouth was there is rail dust from the rail road all over in it and asked if the place I bought it from has railroad tracks by itI said yes it actually does right behind themNow I do not live anywhere near railroad tracks and I do not have railroad tracks near where I workThere are specks of rust through out the cover and the white spot I pointed out to *** before are from where dust had been on it and been rubbed off from when they tried to buff it outYou can not buff it with rail dust in it or it will swirl up the paint even moreThe only way to fix the issue is to refinish the cover and the cost is almost what I paid for the cover. I have included the estimate from the body shop for you to viewAlso I have taken pictures of the cover (sorry for the dirt because I can not wash the truck at all right now because they will try to blame things on me) but you can see the paint chips and rust in the paint from the rail dustI have asked for my money back several times and they just keep trying to fix the issue without successThe cover continues to come back in worse shape than when I dropped it offI work in a business where I have to deal with customers, if I talked to a customer and tried to blame the problems on other things and not just fixing the issue of refunding their money I would have been fired a long time ago. The absolute and only resolution to this issue I will accept is a full refund of what I paid for the coverWe have made attempts and the cover is still not right and is going to cost almost what I paid for it to be rightI have an extremely busy schedule and do not have all the time to continue to deal with something that is not worth fixingI just want my money back like I have asked for several times nowAt this point I do not even trust them to remove the cover from my truck without me watchingI have attached photos and the estimate from the body shop for you to viewAll I wanted was my money back after all these issues and It given back to me when I asked and we would not be going through all of this right now. Regards,
*** ***