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.]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 [redacted]ions, please do not hesitate to contact me. Your time and consideration of this matter is appreciated.
Regards,
[redacted], M.A
[redacted],I don't believe I am getting your full message. This is the reply that I received on my end: This message originally read on 10/18/2016 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] From the last conversation that you and I had personally (with [redacted] there) this whole situation has gone South. We pushed [redacted] at the body shop hard and had you set up Friday that week to address the scuff marks on top the lid. This was irregardless of who did them or how they got there. I felt at that point we were bending over backwards trying to just get you handled. You came across to me as a genuinely sincere guy who loves his truck and wants everything perfect. I get that, I've seen your truck and it is extremely nice. You want the lid to represent your truck. At some point you are going to have to help me, help you. You are giving me nothing to go on to help your situation with your Revdex.com response. You can also be really blunt with me. If you had buyers remorse, let me know. If you no longer want this lid because of that other truck your looking to buy, let me know. One way or another, we have to get to the bottom of this situation. I prefer it be now instead of multiple messages back and forth. How can I help? Thanks for your time. [redacted] President
[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],
First of all, I apologize that you had an issue with your truck shortly after we installed your truck cap. I assured you that I would thoroughly research the issue with your vehicle and that I did. Below is the outcome of my research.
9 months prior to your installation...
we installed 22 truck caps for a fleet company on the same vehicle as yours and wired them the same exact way. We have seen no issues what so ever with any of these 22 vehicles. We consulted [redacted] who is our industries leading producer of wiring schematics and vehicle diagrams on your particular vehicle. Basically, their technicians reverse engineer every vehicle to get us accurate data for integrating aftermarket accessories to today's vehicles. The senior expert there agreed that hooking up a LED brake light to that circuit will in no way "cause" an issue with the BCM. Here is his evaluation on what could possibly cause these lights to come on. He 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 stage. Most of the time it does not cause an issue immediately, but usually fails over a period of time. This make sense if several lights on your dash that are not even on the same circuit all come on at once. They all share a common ground and that is the only thing they have in common. The 3rd brake light on your truck cap still worked and that circuit powered it fine the whole time. Your BMC may have been trying to grab a ground through the 3rd brake light as the path of least resistance. With DC voltage, the flow of energy starts with the ground and is returned back through the power side. Just the opposite of what most people think. Also, when you have circuits back feeding over a long period of time things wear, break, and finally something will fail. Ignoring the lights on your dash for 6 months was probably not the best idea, but who hasn't done that in the past. I'm not criticizing the dealers opinion, saying we are smarter than them, or implying that they have no clue what they are doing. They hear that the lights were not on before the truck cap was installes and makes 1+1=2 and install a new BMC. They don't have access to the tech data that we do for integrating aftermarket accessories. They simply replace parts that are broke. In summary, if hooking up the 3rd brake light to this circuit was improper we would have 22 more vehicles with the same problem and we don't. I believe your case is unique and this brake light only "exposed" a pre existing problem with the BMC. If we did not perform this install it still may have still failed down the road or it could have lasted forever. Who knows. The net of it is call me to discuss the research that I did on this case at your convenience. We strive for 100% customer satisfaction and value you as a client. I will do what is necessary to insure your satisfaction and faith that we are the experts in the 12 volt business. Thanks for your time and I hope to hear from you soon.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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]
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 business. After the work is complete I will examine the cover before it is reinstalled on the truck. At that time if the work is satisfactory we can close this complaint in good standing. I am dropping the cover off on Saturday November 5th 2016 at 9:00 in the morning so the work can be completed with inspection when it is done.
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.]My position is the same as contained in my original complaint. I do not want to give the business the opportunity another chance to diagnosis and/or repair the device. I do not trust this business and believe the business' response is dishonest. I want a full refund; if not I will pursue the matter in court as the product is still under warranty.Regards,
[redacted]
[redacted], Thanks for taking the time out of your busy day to finally speak with me today. After our conversation, I think it is safe to say that this unit does not need repainted and just needs a clay/buff job. We have you an appointment set to drop the lid off this Saturday 11/05 at 9am for this service. Please confirm that this is the agreement that we spoke about this afternoon on the phone and we can move forward. Thanks again for taking the time to get this handled. [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]
Mrs. [redacted],Again, the manufacturers of the ASWC-1 adapter say that this unit will not work with your vehicle. This was determined after spending several hours on the phone with their technical team. There are many other dealers out there that sell this same device. Should you feel that confident, my suggestion is for you to seek out another shop and tell them what you know will work. There is a dealer locator on the main page of [redacted]'s website to find a dealer. We believe it is counter productive to address the reasons we called the police, how rude that we were to you while in our store, or any other content such as this. For what it is worth, I apologize if I or any of my staff have offended you. Our goal here is resolve an "issue" instead of rehashing pointless issues that bring no remedy. For that reason I am going to skip to the acceptable resolution section. Like I stated before, the light was not on during the install, directly after the install, or when we pulled it out of the installation bay. It did not come on until after it hesitated to start in the parking lot after. Irregardless, I had already offered to reset her check engine light by either performing a hard reset with the battery cables, or our scan tool that plugs into the OBD port of the vehicle. It is obvious from your last reply that you do not want us to touch your vehicle again. Anyone with a 1/2" wrench or basic scan tool can do the same thing. So I called [redacted], [redacted], and [redacted]. All three of these companies claimed to do check engine light resets at no charge. I would always recommend calling in advance because some franchise owners may operate differently depending on the area you live in. Just let them know you had a "hard start" and the vehicle had to crank longer than normal. They will know exactly what to do. Anyone with experience will know that [redacted] has had an issue with the U1000 Can Communication. It doesn't take much for any type of light to come on. If you google "[redacted] U1000 Can Communication Line issues" you will see how many vehicles that are effected by this. I have listed below for your review as well.2002-2006 [redacted]2004-2006 [redacted]2004-2006 [redacted]2002-2006 [redacted]2005-2006 [redacted]2002-2006 [redacted]2005-2006 [redacted]2005-2006 [redacted]2004-2006 [redacted]2003-2006 [redacted]2003-2006 [redacted]If you are not successful finding a company to reset your dash light, my offer is still open to have a technician perform this (by appointment) for you. It takes a matter of 10 minutes and a very basic scan tool. I'm certain that one of the 3 companies listed earlier would be more than happy to do this at no charge as well. Thanks,Carl M[redacted]
[redacted], My name is [redacted] and I happen to be the owner of the company. You and I met for the first time when you were here to pick up your truck. I know that I said this in person, but I want to say it again. We are sorry that your [redacted] cover was not perfect the first time that it arrived and...
needed to have work performed. It makes it tough on both us and the customer if there are paint issues when the product arrives. All we can do when this happens is give you the best customer service possible and work through procedures set by [redacted]. We are just the selling agent in this case. You have told both [redacted] and myself that your are very satisfied with our customer service and that we have been awesome so far. So, to get to the nuts and bolts your issue has to do with the [redacted] cover that you purchased. To save time, let me briefly summarize your issues with the cover. At first you pointed out a few blemishes that you pointed out with the paint. Instead of doing the normal procedure and shipping back to [redacted], we got an over ride to have fixed locally with [redacted] paying the [redacted]. The repair was proper and it fixed the issue that you pointed out to us. Upon 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 charge. We 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 did. Before he left, we all inspected the cover and it looked great. 2 days later, we reinstalled the cover earlier in the day. You 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 paint. I 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 again. You pleaded your case that you didn't do this nor did you see anyone by your vehicle. Even though this was not our issue, I agreed to have our local guy buff the fine scratches and take care of any costs associated. We agreed to have this done that Friday and you were happy with that solution. The very next morning, this complaint came over from the Revdex.com. I tried calling you that day and the next but your voicemail is not set up. We had to cancel the appointment when you were not able to be reached. [redacted], we want to service you as the customer and I think we have done an excellent job of doing so. You've said so yourself each time. The 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 1 scratch with a great shine. We can speculate all day long about what was set on top your truck to cause those scratches. It was done that day because of the water marks in the same exact direction and fashion. I believe you when you said that it wasn't you. There is no reason for me to believe that you would lie to us. It 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 paint. We all agree. Irregardless, I offerd to foot the [redacted] and move on. This is still my offer but it appears that you have had a change of heart. At this point, [redacted] has done everything that they agreed to and so have we. My hope is that you will agree and let's get this issue solved and your unit to your satisfaction. Let me know your thoughts. Thanks in advance for your time. [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.
Hi [redacted], 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 [redacted]’s reply. [redacted] shop manager [redacted] was willing to talk to [redacted] about his reply , sending several texts messages but got no reply from [redacted]’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 [redacted]’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 incorrect. Thank You [redacted]
Regards,
[redacted]
[redacted]I believe you wrote the Revdex.com letter prior to speaking with my tint guy about this. According to him, you are all handled. Can you please confirm that this is the case so I can be assured that you are a happy customer. We appreciate your business!!
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.]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 [redacted]ions, please do not hesitate to contact me. Your time and consideration of this matter is appreciated.
Regards,
[redacted], M.A
[redacted],I don't believe I am getting your full message. This is the reply that I received on my end: This message originally read on 10/18/2016 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] From the last conversation that you and I had personally (with [redacted] there) this whole situation has gone South. We pushed [redacted] at the body shop hard and had you set up Friday that week to address the scuff marks on top the lid. This was irregardless of who did them or how they got there. I felt at that point we were bending over backwards trying to just get you handled. You came across to me as a genuinely sincere guy who loves his truck and wants everything perfect. I get that, I've seen your truck and it is extremely nice. You want the lid to represent your truck. At some point you are going to have to help me, help you. You are giving me nothing to go on to help your situation with your Revdex.com response. You can also be really blunt with me. If you had buyers remorse, let me know. If you no longer want this lid because of that other truck your looking to buy, let me know. One way or another, we have to get to the bottom of this situation. I prefer it be now instead of multiple messages back and forth. How can I help? Thanks for your time. [redacted] President
Thanks [redacted]. I will call you when this is ready for inspection. [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],
First of all, I apologize that you had an issue with your truck shortly after we installed your truck cap. I assured you that I would thoroughly research the issue with your vehicle and that I did. Below is the outcome of my research.
9 months prior to your installation...
we installed 22 truck caps for a fleet company on the same vehicle as yours and wired them the same exact way. We have seen no issues what so ever with any of these 22 vehicles. We consulted [redacted] who is our industries leading producer of wiring schematics and vehicle diagrams on your particular vehicle. Basically, their technicians reverse engineer every vehicle to get us accurate data for integrating aftermarket accessories to today's vehicles. The senior expert there agreed that hooking up a LED brake light to that circuit will in no way "cause" an issue with the BCM. Here is his evaluation on what could possibly cause these lights to come on. He 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 stage. Most of the time it does not cause an issue immediately, but usually fails over a period of time. This make sense if several lights on your dash that are not even on the same circuit all come on at once. They all share a common ground and that is the only thing they have in common. The 3rd brake light on your truck cap still worked and that circuit powered it fine the whole time. Your BMC may have been trying to grab a ground through the 3rd brake light as the path of least resistance. With DC voltage, the flow of energy starts with the ground and is returned back through the power side. Just the opposite of what most people think. Also, when you have circuits back feeding over a long period of time things wear, break, and finally something will fail. Ignoring the lights on your dash for 6 months was probably not the best idea, but who hasn't done that in the past. I'm not criticizing the dealers opinion, saying we are smarter than them, or implying that they have no clue what they are doing. They hear that the lights were not on before the truck cap was installes and makes 1+1=2 and install a new BMC. They don't have access to the tech data that we do for integrating aftermarket accessories. They simply replace parts that are broke. In summary, if hooking up the 3rd brake light to this circuit was improper we would have 22 more vehicles with the same problem and we don't. I believe your case is unique and this brake light only "exposed" a pre existing problem with the BMC. If we did not perform this install it still may have still failed down the road or it could have lasted forever. Who knows. The net of it is call me to discuss the research that I did on this case at your convenience. We strive for 100% customer satisfaction and value you as a client. I will do what is necessary to insure your satisfaction and faith that we are the experts in the 12 volt business. Thanks for your time and I hope to hear from you soon.
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[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]
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 business. After the work is complete I will examine the cover before it is reinstalled on the truck. At that time if the work is satisfactory we can close this complaint in good standing. I am dropping the cover off on Saturday November 5th 2016 at 9:00 in the morning so the work can be completed with inspection when it is done.
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.]My position is the same as contained in my original complaint. I do not want to give the business the opportunity another chance to diagnosis and/or repair the device. I do not trust this business and believe the business' response is dishonest. I want a full refund; if not I will pursue the matter in court as the product is still under warranty.Regards,
[redacted]
[redacted], Thanks for taking the time out of your busy day to finally speak with me today. After our conversation, I think it is safe to say that this unit does not need repainted and just needs a clay/buff job. We have you an appointment set to drop the lid off this Saturday 11/05 at 9am for this service. Please confirm that this is the agreement that we spoke about this afternoon on the phone and we can move forward. Thanks again for taking the time to get this handled. [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]
Mrs. [redacted],Again, the manufacturers of the ASWC-1 adapter say that this unit will not work with your vehicle. This was determined after spending several hours on the phone with their technical team. There are many other dealers out there that sell this same device. Should you feel that confident, my suggestion is for you to seek out another shop and tell them what you know will work. There is a dealer locator on the main page of [redacted]'s website to find a dealer. We believe it is counter productive to address the reasons we called the police, how rude that we were to you while in our store, or any other content such as this. For what it is worth, I apologize if I or any of my staff have offended you. Our goal here is resolve an "issue" instead of rehashing pointless issues that bring no remedy. For that reason I am going to skip to the acceptable resolution section. Like I stated before, the light was not on during the install, directly after the install, or when we pulled it out of the installation bay. It did not come on until after it hesitated to start in the parking lot after. Irregardless, I had already offered to reset her check engine light by either performing a hard reset with the battery cables, or our scan tool that plugs into the OBD port of the vehicle. It is obvious from your last reply that you do not want us to touch your vehicle again. Anyone with a 1/2" wrench or basic scan tool can do the same thing. So I called [redacted], [redacted], and [redacted]. All three of these companies claimed to do check engine light resets at no charge. I would always recommend calling in advance because some franchise owners may operate differently depending on the area you live in. Just let them know you had a "hard start" and the vehicle had to crank longer than normal. They will know exactly what to do. Anyone with experience will know that [redacted] has had an issue with the U1000 Can Communication. It doesn't take much for any type of light to come on. If you google "[redacted] U1000 Can Communication Line issues" you will see how many vehicles that are effected by this. I have listed below for your review as well.2002-2006 [redacted]2004-2006 [redacted]2004-2006 [redacted]2002-2006 [redacted]2005-2006 [redacted]2002-2006 [redacted]2005-2006 [redacted]2005-2006 [redacted]2004-2006 [redacted]2003-2006 [redacted]2003-2006 [redacted]If you are not successful finding a company to reset your dash light, my offer is still open to have a technician perform this (by appointment) for you. It takes a matter of 10 minutes and a very basic scan tool. I'm certain that one of the 3 companies listed earlier would be more than happy to do this at no charge as well. Thanks,Carl M[redacted]
[redacted], My name is [redacted] and I happen to be the owner of the company. You and I met for the first time when you were here to pick up your truck. I know that I said this in person, but I want to say it again. We are sorry that your [redacted] cover was not perfect the first time that it arrived and...
needed to have work performed. It makes it tough on both us and the customer if there are paint issues when the product arrives. All we can do when this happens is give you the best customer service possible and work through procedures set by [redacted]. We are just the selling agent in this case. You have told both [redacted] and myself that your are very satisfied with our customer service and that we have been awesome so far. So, to get to the nuts and bolts your issue has to do with the [redacted] cover that you purchased. To save time, let me briefly summarize your issues with the cover. At first you pointed out a few blemishes that you pointed out with the paint. Instead of doing the normal procedure and shipping back to [redacted], we got an over ride to have fixed locally with [redacted] paying the [redacted]. The repair was proper and it fixed the issue that you pointed out to us. Upon 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 charge. We 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 did. Before he left, we all inspected the cover and it looked great. 2 days later, we reinstalled the cover earlier in the day. You 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 paint. I 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 again. You pleaded your case that you didn't do this nor did you see anyone by your vehicle. Even though this was not our issue, I agreed to have our local guy buff the fine scratches and take care of any costs associated. We agreed to have this done that Friday and you were happy with that solution. The very next morning, this complaint came over from the Revdex.com. I tried calling you that day and the next but your voicemail is not set up. We had to cancel the appointment when you were not able to be reached. [redacted], we want to service you as the customer and I think we have done an excellent job of doing so. You've said so yourself each time. The 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 1 scratch with a great shine. We can speculate all day long about what was set on top your truck to cause those scratches. It was done that day because of the water marks in the same exact direction and fashion. I believe you when you said that it wasn't you. There is no reason for me to believe that you would lie to us. It 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 paint. We all agree. Irregardless, I offerd to foot the [redacted] and move on. This is still my offer but it appears that you have had a change of heart. At this point, [redacted] has done everything that they agreed to and so have we. My hope is that you will agree and let's get this issue solved and your unit to your satisfaction. Let me know your thoughts. Thanks in advance for your time. [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.
Hi [redacted], 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 [redacted]’s reply. [redacted] shop manager [redacted] was willing to talk to [redacted] about his reply , sending several texts messages but got no reply from [redacted]’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 [redacted]’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 incorrect. Thank You [redacted]
Regards,
[redacted]
[redacted]I believe you wrote the Revdex.com letter prior to speaking with my tint guy about this. According to him, you are all handled. Can you please confirm that this is the case so I can be assured that you are a happy customer. We appreciate your business!!