Complaint:
I am rejecting this response because: They offer no compensation for the incompetence of their staff only to call it a misunderstanding.They took no consideration of my time and travel as to a resolveThere is no excuse whatsoever when this is the business they are in and should take a pencil and paper to a call requesting any part to verify that they are in fact even looking up the correct partAs far as *** not calling me back that is a typical way of saying they had no interest in making it rightHe should have called me back the same day as this occurred early the morning on 3/30/16. What I think occurred was that he never received my name and number for a call backSad way of doing business
Sincerely,
*** ***
Mr. [redacted] called and spoke to our Sales Rep. Jake. [redacted] looked up in our Late Model inventory a starter for this customers 2005 Hyundai Tuscon. [redacted] understood him to ask for a starter. We did have two in stock off and ready to go. The cost of the starter was $40 plus a $4...
core charge, plus tax.In less than 30 minutes Mr. [redacted] arrived at our facility and it became clear he needed a power steering pump for the 2005 Hyundai Tuscon. Some how there had been a misunderstanding during the conversation on the phone between [redacted] and Mr. [redacted].We immediately checked our inventory of parts off and ready to go, for a power steering pump to fit his vehicle. We did not have anything off. We checked our Self Service area (where the customer goes to pull his own parts off) and did not show any vehicles available that matched the interchange for the part to be able to correctly fit Mr. [redacted]'s vehicle. We let him know that we have many vehicles onsite and we would see if there was something available that might have the steering pump he was needing. Mr [redacted] became quite upset with us and immediately wanted to speak to a manager. There was not a manager available, so they took Mr. [redacted]'s name and number and let him know someone would contact him. He left.Our facility sets on approx. 20 acres and we have one possibility for a match on the power steering pump needed. Someone has to physically go out to our storage lots and find the vehicle, and verify the condition of the car and the motor size being a 2.0. This process takes some time. This morning we located one that has not been dismantled and has the same size engine. We would make an exception to bring this Hyundai up to check out and pull off just the power steering pump, if Mr. [redacted] would be interested. We have not brought this vehicle up to dismantle as of yet. Vehicles are dismantled and good parts inventoried are put into inventory making them available for sale. Manager, [redacted] is off today 4.01.16 and tomorrow and would have contacted Mr. [redacted] Monday when returning to see if he still needed the part and getting him a time frame when they could check it out and if it was good, when it could be off and ready to go.The cost for a power steering box from our facility, if the customer were to pull one off themselves in our Self Service Area, is $19 plus a $4 core if they don't have their old one with them at the time of purchase, plus sales taxes. For this particular power steering pump we would charge $40 for us to verify it is still good and pull it out of the Hyundai, plus the $4 core charge if he doesn't have his old one at the time of purchase, plus sales taxes. He would have 30 days to bring in his old one and receive a core refund of the $4 plus taxes.The tires that Mr. [redacted] was interested were a set of 4 off and ready to sell in our main office area at the time he was here. Should he still be interested in them he would have to see if they are still available or if they have sold. We could have a different set available if the ones he saw have sold.It appears that several of our sales people tried to help Mr. [redacted] and unfortunately not in a timely enough manner.
Complaint:
I am rejecting this response because: They offer no compensation for the incompetence of their staff only to call it a misunderstanding.They took no consideration of my time and travel as to a resolveThere is no excuse whatsoever when this is the business they are in and should take a pencil and paper to a call requesting any part to verify that they are in fact even looking up the correct partAs far as *** not calling me back that is a typical way of saying they had no interest in making it rightHe should have called me back the same day as this occurred early the morning on 3/30/16. What I think occurred was that he never received my name and number for a call backSad way of doing business
Sincerely,
*** ***
Mr. [redacted] called and spoke to our Sales Rep. Jake. [redacted] looked up in our Late Model inventory a starter for this customers 2005 Hyundai Tuscon. [redacted] understood him to ask for a starter. We did have two in stock off and ready to go. The cost of the starter was $40 plus a $4...
core charge, plus tax.In less than 30 minutes Mr. [redacted] arrived at our facility and it became clear he needed a power steering pump for the 2005 Hyundai Tuscon. Some how there had been a misunderstanding during the conversation on the phone between [redacted] and Mr. [redacted].We immediately checked our inventory of parts off and ready to go, for a power steering pump to fit his vehicle. We did not have anything off. We checked our Self Service area (where the customer goes to pull his own parts off) and did not show any vehicles available that matched the interchange for the part to be able to correctly fit Mr. [redacted]'s vehicle. We let him know that we have many vehicles onsite and we would see if there was something available that might have the steering pump he was needing. Mr [redacted] became quite upset with us and immediately wanted to speak to a manager. There was not a manager available, so they took Mr. [redacted]'s name and number and let him know someone would contact him. He left.Our facility sets on approx. 20 acres and we have one possibility for a match on the power steering pump needed. Someone has to physically go out to our storage lots and find the vehicle, and verify the condition of the car and the motor size being a 2.0. This process takes some time. This morning we located one that has not been dismantled and has the same size engine. We would make an exception to bring this Hyundai up to check out and pull off just the power steering pump, if Mr. [redacted] would be interested. We have not brought this vehicle up to dismantle as of yet. Vehicles are dismantled and good parts inventoried are put into inventory making them available for sale. Manager, [redacted] is off today 4.01.16 and tomorrow and would have contacted Mr. [redacted] Monday when returning to see if he still needed the part and getting him a time frame when they could check it out and if it was good, when it could be off and ready to go.The cost for a power steering box from our facility, if the customer were to pull one off themselves in our Self Service Area, is $19 plus a $4 core if they don't have their old one with them at the time of purchase, plus sales taxes. For this particular power steering pump we would charge $40 for us to verify it is still good and pull it out of the Hyundai, plus the $4 core charge if he doesn't have his old one at the time of purchase, plus sales taxes. He would have 30 days to bring in his old one and receive a core refund of the $4 plus taxes.The tires that Mr. [redacted] was interested were a set of 4 off and ready to sell in our main office area at the time he was here. Should he still be interested in them he would have to see if they are still available or if they have sold. We could have a different set available if the ones he saw have sold.It appears that several of our sales people tried to help Mr. [redacted] and unfortunately not in a timely enough manner.