Colonial Capital Finance Company

Customer contacted WeatherTech on 1/21/regarding credit Item was checked in on 1/18/and was informed that the credit could take to business days Customer called again on 2/2/and credit was issued to his account for $Credit will settle tonight 2/3/

Initial Business Response /* (1000, 5, 2015/06/10) */
Thank you for your interest in *** Automotive
I checked our system and found that the customer had sent two emails to us regarding the deflector issueUnfortunately, the first email that was sent on Monday (June 1) was directed to a
representative who was out of the office that week
However, the second email was received on Friday (June 5) and a replacement deflector order was generated that same dayAn email alerting the customer that the replacement parts were forthcoming was also sent and I apologize if the customer did not receive the message
The replacement parts shipped Monday and were delivered todayThe FedEx tracking number is XXXXXXXXXXXXXXX
I apologize for the delay created by the initial email being mis-directed in our system and we will try to determine why Friday's email response was not received by the customerIn the meantime, please call us at *** if you have further questions and we will be happy to help
Best regards,
*** ***
*** Automotive
*** ext ***
Initial Consumer Rebuttal /* (3000, 7, 2015/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My complaint had to do with the lack of customer support/communicationThe only email I have received in regards to this issue is a fedex shipping emailThe support is still lacking
I received the replacement part, ok, why? Is there a known issue like the one I had? what is different about this part? Is there a secret trick to get it installed if someone encounters this issue
No communication to the customerThat's my issue
Final Business Response /* (4000, 9, 2015/06/12) */
We shipped the replacement part based on the assumption that the original part received by the customer may have been damaged or defectiveUnfortunately, I cannot tell if the original deflector is damaged without having the part returned to us so the simpler solution is to try replacing the part first
Other possibilities do exist that the deflector is simply being installed incorrectly on the one sideFor example, the machined edge of the deflector may be pushed into the window frame too far or the base edge of the part might not be correctly positioned on the hard window ledgeBoth of these possibilities would cause the thicker portion of the deflector to come in contact with the glass and could create the difficulties with closing the window mentioned in the customer email
I do not know if the customer has attempted to install the new part or not, but if he is still encountering issues with the installation I would encourage him to call us at *** and we can more thoroughly troubleshoot the installation
Please let us know if you have further questions and we will be happy to help
Best regards,
*** ***
*** Automotive
***
Final Consumer Response /* (2000, 11, 2015/06/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I want to reiterate that my complaint was about the lack of customer support I received and it took a Revdex.com complaint to get the company to respondWhat happened after the Revdex.com complaint is irrelevant to my complaint
Front floor mats, rear floor mats, cargo hold liner, bug deflector
Those are all Weathertech merchandise I have purchased in the last year and those items are not cheapAnd all it took was one bad customer service experience and one bad product for me to lose confidence in the companyDon't trust them or their productsI will take the loss of money on everything and will begin replacing all of it with another brand, I don't want to advertise the Weathertech name
Since I am washing my hands of this company I will also do with this complaint, no use in the back and forthNothing was resolved for the record as far as I am concerned

I do apologize for the inconvenience. I have attached a copy of the Customer's original order and it shows the cost for the Floorliners. I have also attached a copy of the PayPal transaction for the refund. If Ms*** has returned another product I will be more than willing to research the return and issue credit for the item returned. We refunded the money for the Floorliners as requested by Ms*** to the account of the original purchase

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will contact the individual who provided the response
Sincerely,
Maureen *** ***

Initial Business Response /* (1000, 5, 2015/10/02) */
Thank you for your interest in [redacted] Automotive.
I checked the system and found the customer's email asking for assistance with the deflectors on August 27. The customer provided their [redacted] transaction number to identify the order and...

claimed that the deflectors were falling down.
Our representative sent a reply to the customer on September 1. Unfortunately, we are unable to locate purchases in our system by the [redacted] transaction number and the email address used in the correspondence was different from the one used on the order. For this reason, the representative asked for additional information from the customer in order to locate the order record.
Additionally, the representative asked the customer for the vehicle information in order to confirm that the correct parts were purchased.
Finally, she requested that the customer forward photos of how the deflectors were being installed so that she could troubleshoot the installation and possibly offer a solution.
All of the requests made by the representative are considered normal in attempting to locate the order record, verify the parts purchased are correct for the vehicle application, and troubleshooting the issue at hand.
Unfortunately, the representative did not receive a reply from the customer and I could not locate any additional correspondence or any requests from the customer asking for return instructions.
We will mail a return label to the customer per his request in the complaint and simply issue the refund on return of the product. However, if the customer would still like some assistance installing the deflectors so that he can keep the product, I would encourage him to call our customer service department at [redacted]
Please let me know if there are further questions and I will be happy to help.
Best regards,
[redacted]
MacNeil Automotive
Initial Consumer Rebuttal /* (2000, 7, 2015/10/09) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response; as long as, the company holds up to their end of the agreement.
Please note that I run a business (Green Hammer LLC)as such, I had my secretary submit information to the company in my behalf - which is not uncommon for businesses. Also, she has provided me with copies of the information that was submitted to your company and she fulfilled the requests made in the email.
Thank you!

Sorry for the inconvenience and we will issue a credit for the shipping of $46.14.  The original credit was for the Rear Floorliner.

Complaint: [redacted]
I am rejecting this response because: I believe a customer should not have to go to these lengths to get a refund for a product that was advertised improperly, let alone have to pay to ship it back to the negligent party/company. I was disrespected by the staff of the company including management, this was very disheartening. My decision stands on my complaint. I believe other consumers should know what this company is really like. As far as returning the cargo liner, I would definitely do so. This company does not deserve my business or hard earned money. I have acquired some scuffs/scratches in the product and I am sure I would be docked even more of my hard earned money to ship it back and I do not have the original packing.I do not understand how or why this company, who I have ordered from several times prior to this order took a negative response to me and my business.
Sincerely,
[redacted]

We have tried to help Mr. [redacted] with the passenger side Floorliner.  It seems his black box is moved in a different position than what we had measured and have not been able to find a Honda CRV with the box in the same position as his.   We will go ahead and issue a credit for...

$109.95 for the cost of the Floorliner and half of the shipping cost $9.00 - total 118.95.

We apologize for the inconvenience and we will email you a prepaid [redacted]abel and issue a full refund when the merchandise has been returned.

I do apologize for the inconvenience.  I have attached the PayPal transaction for the refund of Front and Rear Floorliners that were purchased by Ms. [redacted]  The Credit was issued on August 1, 2016 to her PayPal account that was used for the original purchase.  The Purchase price...

for the Flooriners was 179.90 and the refund for the Front and Rear Floorliners was 179.90.  If another product was returned please contact us and we will research further but at this time I only see the Floorliners front and rear were returned and credit issued.

I apologize for the inconvenience and we can surely get a call tag set up for the Return.  Can the Customer possible tell me who they talked to and if they received a RA number.  I cannot find any information regarding if the customer wants a refund or the correct items.  I will...

set up the Call Tag and they will be picked up on Tuesday, November 14th. Thank and again I do apologize for the inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
Jennife[redacted]

Complaint: [redacted]
I am rejecting this response because:  Weathertech misrepresented their product, wasted my time, and they are unwilling to pursue a reasonable remedy, which would be to provide the correct mats at the same price.  At this point, based on the time I've wasted, I will not rescind my complaint unless they provide the proper mats free of charge.
Sincerely,
Keith B[redacted]

A credit was issued to Mr. [redacted] on 1/18/17 in the amount of 189.90 and on 1/23/17 - 18.00 to his account both to a [redacted] ending in [redacted]  I do apologize for any misunderstanding and if Mr. [redacted] paid return shipping please let us know what the amount was and I will refund that money to him.  I will also be emailing him a return label if he decides to return the Cargo liner.

I do apologize for the inconvenience my CSR's have put you through and yes this matter should have been dealt with the first time around.  Our...

tan color is a basic tan - not light - not dark - just a medium tan.  I understand your dissatisfaction with the product and I have sent you via email a return label for [redacted].  If this is not convenient for you we can set up a Call Tag with [redacted] and you can leave the package outside your door and they will pick up.  As soon as the merchandise is returned to us we will issue a full credit for your merchandise and shipping.Again I do apologize for the inconvenience. [redacted]

Revdex.com:I would like to cancel this claim as I was issued a refund. 
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/10/09) */
Thank you for your interest in MacNeil Automotive.
I spoke with the customer by phone this morning and discussed the service and product issues he had encountered. Per our conversation, we are sending him a new second row FloorLiner to try...

in the vehicle and he will let me know if he has any further questions or concerns.
Please feel free to contact me with any additional inquiries.
Best regards,
[redacted]
[redacted] Automotive
[redacted] ext [redacted]

The mats Mr. B[redacted] chose were the All Weather Mats from our Website.  The Website states....All-Weather Floor Mats were intended to give the best possible protection for your vehicle floor. Many of our front and rear mat applications are model specific, while others are assigned as the best...

possible fit for the vehicle from our many shapes and sizes. Some rear mat sizes are designed to be trimmed so that they may be customized to fit almost any vehicle.We do offer a Tray type of mat that is vehicle specific and is Custom to the vehicle but it is more money than what Mr. B[redacted] chose.  I see they mats have been returned and Mr. B[redacted] has been credited for his front mats.I will pass along his feedback in regards to the fit to our Product Development team and appreciate his information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. Please have them issue a credit to the original purchaser. Thank you.
Sincerely,
Mark K[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]