Cvr Associates Inc

The client was refunded $200.00 on 7/10. No further discount will be applied.

Sent: Thursday, December 11, 2014 4:31 AM To: drteam Subject: Re: Houston Revdex.com Dispute [redacted]   I am researching files to gather information and documentation of the job in this report. I need some time to complete the research.  Thank You, Ben [redacted] Long Horn Maintenance &...

Remodeling [redacted] Cell [redacted]

The client sent the lights back to Recon without a valid RMA and well after the return period. They arrived on March 6th. Even with the extended return period for the holidays, this was well after and again, there was no valid RMA issued. Once Recon was able to figure this issue out, they advised us...

that they are sending the lights back to the client as the return was denied. Below is our return policy... If you are not satisfied with your purchase for any reason, we will be happy to accept a return for a refund or exchange on products in new/unused condition within 30 days of delivery. For orders placed during the holiday season from November 15th to December 31st, the return period is extended to 60 days. The following rules apply:All returns must be made via our Return Procedure with a valid RMA form.Products must be in original packaging and in a new and resalable condition.Any product that was used or fully/partially installed is non-returnable.Freight, international & non-continental US returns are accepted, however shipping costs are not covered. Coordination of return shipping is the responsibility of the client.The few exceptions for items that cannot be returned include:Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom engraved, embroidered, or painted)Wheels and TiresOrder cancellations can only be requested prior to shipment, or in some cases, prior to the start of the manufacturing or painting process. In the event an item ships post cancellation, the item may be returned at no cost to the client.

We processed a refund in the amount of $833.00 on 8/16. Please allow 3-6 business days.

Complaint: [redacted]
I am rejecting this response because: send me the $550 for the old engine core and go for the old engine that it has been for over 2 months at the auto repair shop, let me know what is the process to return the defective engine since atk does not want help me with that plus they told me to contact carid.com because they are not the original sellers, also please provide your legal department information, thanks.
Regards,
[redacted]

I am rejecting this response because:
The explanation from the consumer relations manager is accurate but quite incomplete.Adding the following for the record:I was advised on 3/31 that a return authorization request was made on my behalf and would be sent ot me in 24 - 48 "business" hoursAfter two days, on April 2, I inquired further about the 24-48 business hour defintion and was advised by Ben via email that my retun authorization would be sent to me that day , now April 2.On April 4, I had still NOT received the return authorization  and made a phone call to customer service and spoke with Gus .Gus advised he would put me on hold while discussing the delay with the returns department. He came back to me and offered me the following resolution.Becasue of the delays I expereiced, a refund of $70 would be processed on April 6 and that I would NOT be required to return the cores. I accepted this resolution and Gus told me he would personally followup with returns departemt on Monday. I asked him to repeat this advising I was making a record becasue I didnt beleive this would happen based on previous unkept promises by company representatives.On April 6 I received an email from the returns department( Natally) with return authorization and instruction to return the cores for credit... NO credit to be issuedI sent a reply email to returns ( Natally) inquiring about the offer made to  me two days prior -  his response was that no credit would be processed until the cores were returnedI made one further inquiry to customer service and received a response from managemnt , apologizing, but apparenlty reversing the credit resolution that was goven to me 2 days prior and advizing me that return information swas sent to me a nd a credit would not be issued until after receipt of core return.I have returned the cores ans as stated by the comnpany, expected delivery date in April 13.Based on my earlier confusing if not deceptive responses from this company, I will keep this complaint over until a final credit is issued.. I fully expect additonal delays in processing credit due me.This entire issue precipitated because the original order was not shipped with proper returninstructions at the time of order as specified by compnay policy, resulting in delays and miscommunication from  thecompany. I have spent considerable time on a matter that should be simnple to resolve and find the incomplete comments from company representarive to be consistent with the decpetion and miscommunication from CARiD.com Onyx)As a matter of sales policy to resolve the issue, it would be appropriate fro the entire order amount to be refunded due to company error.However, upon receipt of the core deposit credit, I will close this complaint.I was hopeful that the company would use this information to improve their buisness model, but I do not see evidence of that.Excuse typos. please.

We sold the client the wheels and tires for his vehicle specifications. He received the wheels on June 13th. He advised us in August, well after the order was placed and delivered that he added fender flares, and wanted to go with a bigger wheel. Regardless of whether or not the wheels are still in the original wrapping, they are non returnable. We didn't sell the incorrect wheels. He modified his vehicle and desires a different look. We clearly state in our return policy that wheels are not returnable as well. You can see that below. Unfortunately we are unable to take back the order for a return or exchange. We get it, things happen, we buy stuff online too. ... CARiD believes in making your experience quick and simple!If you are not 100% satisfied with your purchase, we will be happy to accept a return for a refund or exchange on products in new/unused condition within 30 days of delivery.There are a few important things to keep in mind:Items must be in new condition and in the original packaging (please do not assemble, install, or modify the product in any way).For orders delivered within the continental US where reason for return isn't a result of a CARiD error, the cost of the initial shipping charge and a return fee will be deducted from your refund. A prepaid shipping label(s) will be provided. The flat fee for each item being returned can be found in the chart below:Retail cost of the item         Per Item Return FeeLess than $25.00 $3.50From $25.00-$49.99 $5.50From $50.00-$99.99 $7.50More than $100.00              $9.50 Freight, international & non-continental US returns are accepted, however coordination of return shipping is the responsibility of the client. In the event an error is made by CARiD, a return shipping label will be provided.The few exceptions for items that cannot be returned include:Items Marked "Non-Returnable" (clearly indicated on the product page before placing your order)Personalized Items (custom engraved or embroidered)Wheels and Tires

Complaint: [redacted]
I am rejecting this response because: I have called the local body shop ([redacted]) to schedule 5-13-16 to inspect the hood. These are professionals in the business for over 30 years. I've already spoken with them about the hood over the phone but I will have them give me something in writing with an estimate and their professional observation. 
Regards,
[redacted]

[redacted]We emailed the return paperwork on 6/22, which he claimed didn't get. On the same day we emailed the return paperwork again.  We ordered the replacement on 6/24, even though the item was in route to manufacture. The item was received at the manufactured on 6/29. The replacement...

PO [redacted], however he received the incorrect part. I am working on getting the return paper work expedite.I apologize for this inconvenience. I am personally handling this order as a result.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
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.
Regards,
[redacted]Wally's Wrenchmen LLC

The business sold me...

the item for $185.89 on August 12.  10 days later I contacted them to inquire about the shipping status.  They informed me that in order to have the item shipped I needed to spend $24 more.  Because I needed the part and had no confidence that they would promptly receive my refund I paid the difference,  It was then shipped on August 24th

I am rejecting this response because:      I do not want to remove the crooked /  warped spoiler until I have a new one to put on ,  it will expose the area underneath which will look bad with old silicone and damaged paint  .  Send me the new one , then I will remove the warped one and send it back .   SJ

on the 3-11or 3-10 you called and said that it wouldn't be done till the 18th and you would need a couple of days i.e. 2-3 days to prepare to ship. I said that was fine but I am moving at the end of the month and you re assured me I would have them before then. then I got an email stating it wouldn't be done till the 31st on the 12th. that knew on the previous phone call that I was leaving then. I want a copy of the recordings of the phone calls. I you really say you listened and didn't say that then let me hear them myself. when you told me that they wouldn't be done till 3-11 that was on like the 6th of march.your page also says I have 24-48 hours from notification of the product production to cancel it in time to stop it. I did this and you just said too late... I called within hours or receipt of production. Just because you didn't want to listen and stop it doesn't mean I should have to pay for it... You had 2 people call and said you can send them to my new address but I DONT HAVE ONE TILL IM THERE. I don't know how many time I have to say that....

This was an error made on the manufacture's part, I can not provide you with their internal process and procedures when making an error. However, I have made them aware of the problem. I do apologize.

These mats are made by Rugged Ridge and distributed by [redacted], not Onyx. Onyx is a parent company of Carid.com. It two completely different companies. We made an exception by sending the client a RMA and return label because as seen in the pictures she has provided to us, the mats are used. She...

also installed them on top of the factory mats, which is incorrect. Here is the link to Rugged Ridge showing the truck that the mats she ordered fits...[redacted] Our return policy is clear. Items must be returned in new and unused condition and in original packaging. We have already gone above an beyond and made the exception to allow her to return the mats in obvious used condition and without the original packaging. This will result in a loss to our company as the manufacturer will not give us credit due to the extremely poor condition in which they are being returned. There has been zero correspondence between CARiD and the client since we sent her the return paperwork. All of our RMA's state the same thing, that original packaging is required. In this client's case, that doesn't apply. As she hasn't returned them yet, we are going to send her a NEW return label so she can send the item back to us directly instead of the manufacturer.

Once more the hood being installed can be installed by adjusting the hood upwards at the window.  An return authorization has been sent to the client and we are awaiting the products return.  Upon return we will refund the client for the cost of the hood.

We can try to confirm fitment with a VIN, and forego the pictures (although this would speed up the process). But every time we asked for that, the client refused. We understand he just wants his money back, but I have nothing to show that an error was made on the part of the manufacturer or CARiD. The order was placed online without the assistance of a sales representative. The only thing we have been able to confirm is that he received the part he ordered. This item fits all 2014 [redacted] 6 Series 4 door (Gran Coupe) models. At this time, we will take the item back, but the refund will be less the initial shipping cost due to no error by CARiD or the manufacturer. We are making a very large exception in this case as the cost of paint should not be refunded either.

We apologize for the issue the client is facing. As an exception, we covered the $62.00 labor charged for the rotation because the client said his vehicle was pulling. After the tire rotation, the client advised us that the vehicle was no longer pulling. We are not liable for 3 alignments and a...

replacement control arm in the amount of $460.00. Per the client's own statement... After all alignments and rotations were complete, the mechanic suggested that the rear driver lower control arm may have been the culprit. The tire, even if out of balance, or defective, would not cause the need for 3 alignments and a replacement control arm. The client was advised that the replacement tire was on back order and would be shipping out as soon as it was back in stock. The client said the vehicle is pulling again (after the initial tire rotation and after the replacement tire was installed) and requested a warranty for a 2nd tire. The client is assuming that the manufacturer will not find a defect to avoid having to replace it. That would be completely unethical on the part of the manufacturer and it's also not how they operate. There is nothing showing that the 2nd tire the client is requesting is defective in any way, so a replacement will not be processed without inspection.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], l accept the resolution. It is sad that it took contacting the Revdex.com to get it 
Regards,
[redacted]