Douglas Tax SVC

Initial Business Response / [redacted] (1000, 5, 2016/05/24) */ Customer stopped in inquiring about bed liner for a trailer that she had just purchased and wanted to know what it would cost to have it bed lineredTech told her that he couldn't quote her without seeing it firstShe said that they would drop it off - which they did - after hoursWhen the techs took a look at it they realized that it was covered in rust - and later on in a conversation with her she had told him, when he mentioned the poor condition, that she only paid [redacted] for it because of thatHe then informed her that it would be in her best interests to purchase a bucket of paint/primer and spray it herself and her end costs would only be around the $1XX-XXX price pointThis would cost her a lot less considering the extreme condition of the unit vsall our labor costs that would go into it to even TRY and make it look good on our endShe told him she was too busy for that and wanted to know pricingThe tech told her it would be [redacted] to do both the inside and outsideShe then asked what her cost would be if we only did the outside and he told her [redacted] She asked if he could do any better than that and he told her that the lowest he would go would be [redacted] Then she asked what it would cost to do the outside and just primer the entire inside and we told her [redacted] more - [redacted] She then said that she would talk with her husband and let us knowThis was the end of JanuaryAfter TWO WEEKS and no response the tech called her back and asked her what her plans were and she said that she had "lost our number"-we are on the web, on TV and at the same location she dropped her trailer-and then she proceeded to ask him what the costs were AGAIN because she couldn't remember what he has told her before and didn't write it downAgain he told her the costs and then she said she had to talk with her husband and would let him know...and another week passes! The Tech calls her back again and she says to just go ahead and do the outside for the [redacted] in redPlease keep in mind that she could have spent that money on a newer trailer and had a better end result because of the extreme rust on this unitAnyway, they covered the unit not just once but twice because of all the rust and with it being porous and so heavy all over the trailer it appeared darker in spots because of the trailer's condition...it just drank it in in certain spots...not because of any fault due to the tech's application or productWe spray this product on million dollar units for one of the areas large RV factories and just did one of the Major NASCAR driver's trailer...it is used on our Navy's aircraft carriers...this is an excellent productAnyway, after it was sprayed they contacted her to let her know that it was ready and she said that she was on spring break and would be in the following weekIt came and went...called her again and she said that her kids were in an area festival and she would be in the next week...It came and went! By this time we had had enough and had asked about placing a "mechanics Lien" on the unit since she had not paid but decided to give her just one final call...When she was asked to come and pick up the trailer and pay for it she became angry and became belligerent and then threw out an excuse that her child had been in the hospital for the past days...after all of the other excusesShe then threatened us with the fact that her brother does all kinds of business with us and she was going to make sure he no longer would do any further business with us...and we don't even know who he is supposed to be...?? After all of this ranting & threats she was asked to give us a credit card number over the phone so we could get it paid she yelled that she would be in tomorrow to pay and pick it up and then hung up on himWe had placed a hitch lock on the unit just to make sure that we would get paid - as advised by counselShe finally did show up and pay and removed it from our property...the end of March! Two months after it had been dropped and done! She also makes issue with the "overspray" that was inside the trailer...the entire inside of the trailer was rust and we couldn't even get tape to stick to the walls long enough to hold any type of paper or tarp up to keep it outHe told her that she could bring it back and they would sand those small areas for her but she refused!!! We were also advised, when we discussed this possible abandonment unit with our attorney, to charge her with storage fees as she had left it in our parking lot for so long and without any contact but we just wanted it removedAny and all "special projects" such as this are NON-REFUNDABLE and any bed liner that is applied other than to the bed of a truck is not warrantied and this is stated and posted on our showroom wall as directed to do by our legal counsel & required by law when we opened for operationShe was fully informed about the condition of her unit and was even advised to go another direction and just paint it herself because of the poor condition of the unit - but she chose to have the bed liner applied even after all of thatShe said that she never received a call from the owner when in fact he was the very one that had called her to ask for payment and removal of the unit and it was, in fact, us that NEVER received any phone calls until she decided that she was unhappy with her trailerHer case of buyer's remorse and bad investments of monies - even after good advise was given is not our fault or responsibilityWe didn't even hear from her about her dissatisfaction concerning her trailer for almost another weeks! She was there during business hours to pay and pick it up...she saw it clearly in daylight and she never said a thingI do feel for her and her poor choices, but they were HER choicesWe will not refund her monies or do any further business with her as this is our prerogative as the business ownersThese were her choices even after being told the truth and facts about her unitIt would have been in her best interests to spend that money on a newer and better unit to begin withThank you for your time

Initial Business Response /* (1000, 5, 2016/05/24) */
Customer stopped in inquiring about bed liner for a trailer that she had just purchased and wanted to know what it would cost to have it bed linered. Tech told her that he couldn't quote her without seeing it first. She said that they would...

drop it off - which they did - after hours. When the techs took a look at it they realized that it was covered in rust - and later on in a conversation with her she had told him, when he mentioned the poor condition, that she only paid [redacted] for it because of that. He then informed her that it would be in her best interests to purchase a bucket of paint/primer and spray it herself and her end costs would only be around the $1XX-XXX price point. This would cost her a lot less considering the extreme condition of the unit vs. all our labor costs that would go into it to even TRY and make it look good on our end. She told him she was too busy for that and wanted to know pricing. The tech told her it would be [redacted] to do both the inside and outside. She then asked what her cost would be if we only did the outside and he told her [redacted] She asked if he could do any better than that and he told her that the lowest he would go would be [redacted] Then she asked what it would cost to do the outside and just primer the entire inside and we told her [redacted] more - [redacted] She then said that she would talk with her husband and let us know. This was the end of January. After TWO WEEKS and no response the tech called her back and asked her what her plans were and she said that she had "lost our number"-we are on the web, on TV and at the same location she dropped her trailer-and then she proceeded to ask him what the costs were AGAIN because she couldn't remember what he has told her before and didn't write it down. Again he told her the costs and then she said she had to talk with her husband and would let him know...and another week passes! The Tech calls her back again and she says to just go ahead and do the outside for the [redacted] in red. Please keep in mind that she could have spent that money on a newer trailer and had a better end result because of the extreme rust on this unit. Anyway, they covered the unit not just once but twice because of all the rust and with it being porous and so heavy all over the trailer it appeared darker in spots because of the trailer's condition...it just drank it in in certain spots...not because of any fault due to the tech's application or product. We spray this product on million dollar units for one of the areas large RV factories and just did one of the Major NASCAR driver's trailer...it is used on our Navy's aircraft carriers...this is an excellent product. Anyway, after it was sprayed they contacted her to let her know that it was ready and she said that she was on spring break and would be in the following week. It came and went...called her again and she said that her kids were in an area festival and she would be in the next week...It came and went! By this time we had had enough and had asked about placing a "mechanics Lien" on the unit since she had not paid but decided to give her just one final call...When she was asked to come and pick up the trailer and pay for it she became angry and became belligerent and then threw out an excuse that her child had been in the hospital for the past 20 days...after all of the other excuses. She then threatened us with the fact that her brother does all kinds of business with us and she was going to make sure he no longer would do any further business with us...and we don't even know who he is supposed to be...?? After all of this ranting & threats she was asked to give us a credit card number over the phone so we could get it paid she yelled that she would be in tomorrow to pay and pick it up and then hung up on him. We had placed a hitch lock on the unit just to make sure that we would get paid - as advised by counsel. She finally did show up and pay and removed it from our property...the end of March! Two months after it had been dropped and done! She also makes issue with the "overspray" that was inside the trailer...the entire inside of the trailer was rust and we couldn't even get tape to stick to the walls long enough to hold any type of paper or tarp up to keep it out. He told her that she could bring it back and they would sand those small areas for her but she refused!!! We were also advised, when we discussed this possible abandonment unit with our attorney, to charge her with storage fees as she had left it in our parking lot for so long and without any contact but we just wanted it removed. Any and all "special projects" such as this are NON-REFUNDABLE and any bed liner that is applied other than to the bed of a truck is not warrantied and this is stated and posted on our showroom wall as directed to do by our legal counsel & required by law when we opened for operation. She was fully informed about the condition of her unit and was even advised to go another direction and just paint it herself because of the poor condition of the unit - but she chose to have the bed liner applied even after all of that. She said that she never received a call from the owner when in fact he was the very one that had called her to ask for payment and removal of the unit and it was, in fact, us that NEVER received any phone calls until she decided that she was unhappy with her trailer. Her case of buyer's remorse and bad investments of monies - even after good advise was given is not our fault or responsibility. We didn't even hear from her about her dissatisfaction concerning her trailer for almost another 2 weeks! She was there during business hours to pay and pick it up...she saw it clearly in daylight and she never said a thing. I do feel for her and her poor choices, but they were HER choices. We will not refund her monies or do any further business with her as this is our prerogative as the business owners. These were her choices even after being told the truth and facts about her unit. It would have been in her best interests to spend that money on a newer and better unit to begin with. Thank you for your time.