September 30, Re: [redacted] - # [redacted] Dear Ms [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Ford in Monroeville, PAI, personally, waited on Mr [redacted] this past Saturday, although his account of what transpired is quite different than my accountWhen Mr [redacted] approached the parts counter at Day Ford, it was plain to see Mr [redacted] was very upset and in a hurry, and he was very short with meHis tone of voice and actions were witnessed by two other employees who were standing near us When I asked him if I could help him, he responded by throwing a bag of parts on the counter and stating that he had purchased the parts here the week before, but they were the incorrect parts and he wanted to exchange them for the right partsI asked him for a copy of his receipt and I asked him if he had the bags that originally held the partsHe said that he couldn’t find his receipt and the bag he gave me was the same bag that we gave him the week before by one of our associates The bag that Mr [redacted] gave me had aftermarket numbers on it and it looked like there was Japanese writing of some sort on it The parts had no Ford stampings to indicate they were, in fact, genuine Ford productsBecause he was already upset, I gingerly tried to explain to him that any parts we might have sold him would have been wrapped in Ford packaging I asked if it was possible that he had brought the wrong bags with him, as I was trying to determine whether or not the parts had been packaged incorrectly by Ford Mr [redacted] responded with something like: “How many times do I have to tell you that this was the bag I got when I bought the parts – don’t tell me I didn’t buy these parts here!” I reminded him that he didn’t have to get angry with me, as I was only trying to help himSince this was obviously going nowhere, I decided to go a different route and I tried to find a copy of his receipt in the computer system I asked his name and he replied [redacted] ” I asked him if this was first or last name and he told me to try “ [redacted] .” I looked for a corresponding invoice but I could not find anything under this nameI then asked him how he had paid for the parts and he said he used a credit cardI tried looking through the credit purchases from that date but I had no luck Mr [redacted] became angrier with every question I asked and he made remarks about “poor service” as he talked very loud to anyone who would listen I then asked him for the VIN number of his vehicle so I could determine what parts the catalog called for, and then I could lothe parts under the part history tab At about this time, a co-worker, Tommy O***, came to the counter and told me that he had spoken with Mr [redacted] earlier in the day Tommy also asked Mr [redacted] to bring the VIN number with himUpon hearing this, Mr [redacted] threw the VIN number down on the counter and kept mumbling to himself in disgust I apologized to Mr [redacted] for taking so long and I asked for his patience while I tried to resolve the problemAt this point, he bent over and laid his head on the parts counter and remarked about how the associate from the week before knew exactly what he was looking for and went right to the shelf and got the parts I even asked our employee who worked that Saturday if he remembered dealing with Mr [redacted] , but unfortunately, our guy couldn’t remember waiting on him Nonetheless, I was finally able to find a parts invoice that was written that particular Saturday for those exact parts It was closed-out to a cash account and it had no customer’s name on itWhen I explained this to Mr [redacted] , he said “First you call me a liar and insist that I didn’t buy the parts here, and now you call me a liar and question how I paid for the parts!” To be clear, I never called Mr [redacted] a liar! I just needed to substantiate the transaction before handing out a refund – that’s company policy and I was just doing my job I went to the shelf and pulled the right parts from the catalog for his vehicle The parts I pulled were different than the parts he was trying to returnAll I needed to complete the exchange was the bags for the parts that he originally purchased He responded by becoming very dramatic, stretching his arms out in the air and shouting “this was the bag I was given with the parts and I don’t like being called a liar!” Again, I said I wasn't calling him a liar, but since he had no receipt and he didn’t have the bags that came with the parts, the parts he wanted to return were NOT returnable To be clear, I was more than willing to give him the credit he wanted as soon as he provided the parts packaging for me In frustration, Mr [redacted] finally decided to buy the parts he needed for his vehicle and he paid for them with a credit card Before he left, he asked for my name and I gave it to himShortly afterwards, our guy who waited on him the first time did remember talking to him that week, and the thing that stuck out was that Mr [redacted] also refused to give him a VIN number to look up the right parts and he was similarly very ignorant towards him during his entire visitI was very upset with this entire ordeal with Mr [redacted] , as I couldn’t understand how he might have received the wrong parts from us in the first place But it took me another 20-minutes of investigating to figure out what might have happened As it turns out, even without having the VIN number, we billed Mr [redacted] for the right parts but we handed him the wrong parts! I found parts on our shelves that looked exactly like the ones that Mr [redacted] had purchased and they, too, had no stampings from FordThe only difference between the parts on our shelf and the parts in his bag was that our parts were still wrapped in the original packaging and the packaging from the parts he was trying to return was somehow missingThis is one of those unfortunate events that should have never occurred You’d be surprised how often customers do come to our parts counter with no boxes or bags or receipts and demand a refund on parts that they may or may not have purchased from usI truly do apologize to Mr [redacted] for the confusion over the parts purchase, but to repeat, I never called him a liarI know he was inconvenienced by having to return to us for the right parts, but his refusal to supply me with the bags for the original parts made the whole situation much more difficult than it should have been As I originally stated, I will gladly refund the $Mr [redacted] paid for the original parts just as soon as he can supply me with the original packaging for those parts I sincerely hope that this correspondence is satisfactory for your records Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-#### Respectfully, Rich R [redacted] Parts Manager Day Ford William Penn Highway Monroeville, PA
September 30, Re: [redacted] - # [redacted] Dear Ms [redacted] This reply is in response to the complaint filed with your office by [redacted] against Day Ford in Monroeville, PAI, personally, waited on Mr [redacted] this past Saturday, although his account of what transpired is quite different than my accountWhen Mr [redacted] approached the parts counter at Day Ford, it was plain to see Mr [redacted] was very upset and in a hurry, and he was very short with meHis tone of voice and actions were witnessed by two other employees who were standing near us When I asked him if I could help him, he responded by throwing a bag of parts on the counter and stating that he had purchased the parts here the week before, but they were the incorrect parts and he wanted to exchange them for the right partsI asked him for a copy of his receipt and I asked him if he had the bags that originally held the partsHe said that he couldn’t find his receipt and the bag he gave me was the same bag that we gave him the week before by one of our associates The bag that Mr [redacted] gave me had aftermarket numbers on it and it looked like there was Japanese writing of some sort on it The parts had no Ford stampings to indicate they were, in fact, genuine Ford productsBecause he was already upset, I gingerly tried to explain to him that any parts we might have sold him would have been wrapped in Ford packaging I asked if it was possible that he had brought the wrong bags with him, as I was trying to determine whether or not the parts had been packaged incorrectly by Ford Mr [redacted] responded with something like: “How many times do I have to tell you that this was the bag I got when I bought the parts – don’t tell me I didn’t buy these parts here!” I reminded him that he didn’t have to get angry with me, as I was only trying to help himSince this was obviously going nowhere, I decided to go a different route and I tried to find a copy of his receipt in the computer system I asked his name and he replied [redacted] ” I asked him if this was first or last name and he told me to try “ [redacted] .” I looked for a corresponding invoice but I could not find anything under this nameI then asked him how he had paid for the parts and he said he used a credit cardI tried looking through the credit purchases from that date but I had no luck Mr [redacted] became angrier with every question I asked and he made remarks about “poor service” as he talked very loud to anyone who would listen I then asked him for the VIN number of his vehicle so I could determine what parts the catalog called for, and then I could lothe parts under the part history tab At about this time, a co-worker, Tommy O***, came to the counter and told me that he had spoken with Mr [redacted] earlier in the day Tommy also asked Mr [redacted] to bring the VIN number with himUpon hearing this, Mr [redacted] threw the VIN number down on the counter and kept mumbling to himself in disgust I apologized to Mr [redacted] for taking so long and I asked for his patience while I tried to resolve the problemAt this point, he bent over and laid his head on the parts counter and remarked about how the associate from the week before knew exactly what he was looking for and went right to the shelf and got the parts I even asked our employee who worked that Saturday if he remembered dealing with Mr [redacted] , but unfortunately, our guy couldn’t remember waiting on him Nonetheless, I was finally able to find a parts invoice that was written that particular Saturday for those exact parts It was closed-out to a cash account and it had no customer’s name on itWhen I explained this to Mr [redacted] , he said “First you call me a liar and insist that I didn’t buy the parts here, and now you call me a liar and question how I paid for the parts!” To be clear, I never called Mr [redacted] a liar! I just needed to substantiate the transaction before handing out a refund – that’s company policy and I was just doing my job I went to the shelf and pulled the right parts from the catalog for his vehicle The parts I pulled were different than the parts he was trying to returnAll I needed to complete the exchange was the bags for the parts that he originally purchased He responded by becoming very dramatic, stretching his arms out in the air and shouting “this was the bag I was given with the parts and I don’t like being called a liar!” Again, I said I wasn't calling him a liar, but since he had no receipt and he didn’t have the bags that came with the parts, the parts he wanted to return were NOT returnable To be clear, I was more than willing to give him the credit he wanted as soon as he provided the parts packaging for me In frustration, Mr [redacted] finally decided to buy the parts he needed for his vehicle and he paid for them with a credit card Before he left, he asked for my name and I gave it to himShortly afterwards, our guy who waited on him the first time did remember talking to him that week, and the thing that stuck out was that Mr [redacted] also refused to give him a VIN number to look up the right parts and he was similarly very ignorant towards him during his entire visitI was very upset with this entire ordeal with Mr [redacted] , as I couldn’t understand how he might have received the wrong parts from us in the first place But it took me another 20-minutes of investigating to figure out what might have happened As it turns out, even without having the VIN number, we billed Mr [redacted] for the right parts but we handed him the wrong parts! I found parts on our shelves that looked exactly like the ones that Mr [redacted] had purchased and they, too, had no stampings from FordThe only difference between the parts on our shelf and the parts in his bag was that our parts were still wrapped in the original packaging and the packaging from the parts he was trying to return was somehow missingThis is one of those unfortunate events that should have never occurred You’d be surprised how often customers do come to our parts counter with no boxes or bags or receipts and demand a refund on parts that they may or may not have purchased from usI truly do apologize to Mr [redacted] for the confusion over the parts purchase, but to repeat, I never called him a liarI know he was inconvenienced by having to return to us for the right parts, but his refusal to supply me with the bags for the original parts made the whole situation much more difficult than it should have been As I originally stated, I will gladly refund the $Mr [redacted] paid for the original parts just as soon as he can supply me with the original packaging for those parts I sincerely hope that this correspondence is satisfactory for your records Should this matter require any further conversation, however, I can be reached throughout the day at ###-###-#### Respectfully, Rich R [redacted] Parts Manager Day Ford William Penn Highway Monroeville, PA