Clark's Auto Salvage

Initial Business Response /* (1000, 5, 2017/09/18) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
Before we even knew about the Revdex.com complaint, I had read on a google review about this situation, Because of social media, I contacted Ms....

[redacted] on FaceBook to remedy the situation. I agree with most of her complaint. The advantage of buying used parts is that they are significantly cheaper. THe disadvantage is that when we get a junked vehicle is that the parts might not always correspond to the year of that car because there are mechanics that can rig things to work. So if we go and find a 2000 Yukon and someone may have put a 2001 yukon rearend in the truck we would not know that by just looking at it. In short , there is no guarantee that all parts we pull are correct but we due our due diligence. IN fact we pay [redacted] a year for a computer program to help us with this. So last week on FB I told the Ms. [redacted] that we would credit her or her son [redacted] in store credit( before receiving the notice from Revdex.com I tried to remedy the situation) and she said she would take it. We are a very small small business and pride ourselves on being fair and honest! This was an unfortunate situation and maybe could have been handled better over the phone. Its a she said she said situation. Our phone person is young and learning the ropes and tries to help customers but it seems there were some crossed wires in the communication. Again, I stand behind our business of being ABOVE and BEYOND fair and honest to our customers, we pride ourselves in that everyday. This "ding" on Revdex.com seems shallow since we've been in business for 30 years of my husband owning it and another 28 years of his uncle owning and never having a complaint Again they are cheap used auto parts and its a small risk you make when you go this route. I hope they will be content with the [redacted] store credit. If not, hopefully we can all take away a lesson from this on both sides. Thank you for your time.
Initial Consumer Rebuttal /* (2000, 7, 2017/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Hesitantly, I will accept their response. I had already filed this complaint with the Revdex.com before having further communication with the owner about the [redacted] credit. Everyone I dealt with at their company has been knowledgeable and helpful with the exception of the person answering their phones. Working in customer service myself, I understand the importance of having competent people on the front lines. Those answering the phones are often the first point of contact for most businesses, and first impressions are formed from those interactions. AS stated earlier, I was very hesitant about even receiving the correct part when the person answering the phone couldn't even repeat the information I was requesting back to me correctly. I understand young and experienced, but it's something else altogether if a person can't repeat information correctly, then later lies about returning phone calls, makes false accusations, and then hangs up on customers. It's unfortunate that their choice in their first point of contact was a poor one and tarnished their company's long standing reputation.