The customer did get what he paid for. He got the product he chose; and, then he chose to fabricate it. The customer had decided which product he wanted before he came in our store. We tried to persuade him to purchase another, more heavy-duty product, but he declined. The product he chose would be ideal for a less heavy-duty application (perhaps an SUV).
Complaint: [redacted]
I am rejecting this response because I paid for something I did not get, the business representatives did not make an effort to resolve the issue (except to reverse a bracket that they had installed upside down), and I had to spend considerable time and money to get a functional product. The representative never advised me not to get the Luverne steps, but, as I said in the complaint, simply advised me to get the other brand of steps which did not have the desirable configuration. Why would they advise someone to avoid a buying brand that they still have on display in their show room? I have never seen such blatant disregard for customer satisfaction. Please note that I have never before filed a formal complaint against a business in my life, and almost always have very good relations with business representatives. I honestly did not think Stones would compensate me for having to redo the steps, but figured I should file a complaint so that others would know what they might be getting into if there is a problem with a product they purchased through Stones.
Thank you for providing this opportunity,
[redacted]
Mr. [redacted] came to our store with a specific list of truck accessories with manufacturers and exact part numbers that he wanted; I did not influence anything on his list, he pre-selected them. I immediately showed him an actual display (see attached photo-black steps in middle) of the Luverne...
wheel to wheel grip steps that he selected and told him they were light weight steps and based on how he was outfitting his truck I did not recommend them. I showed him a display of Ranch Hand Running steps in the same price range that are very heavy duty and I highly recommended them to him. He declined my advice and insisted on the Luverne Grip Steps. I prepared a quote for the items that he wanted and he left. A few days later he returned and ordered three of the items that were on his original list (see attached invoice) I ordered the items and a few days later installed the steps. After we returned Mr. [redacted]'s truck to him with the steps installed we saw him and his son jumping up and down on the rear portion of the steps, sometimes on one foot. Mr. [redacted]'s assertion that the steps would not support a 200 lb man is misleading. The steps are intended to allow you to step into the truck or gain access to the bed, and are not designed to be jumped on. The steps did in fact support Mr. [redacted] but he did not like the fact that they flexed when he jumped on them. Mr [redacted] returned the next day and asked that we remove the steps and put another set of steps on that he selected from the internet. I explained that once the steps are installed, we can not return them. I also reminded him that I had recommended he not purchase the Luverne steps and recommended Ranch Hand steps which he declined. We did however take the truck back into our shop and inspected and re-tightened all the nuts and bolts. Although they seemed better to him, Mr. [redacted] was still unhappy with the steps. He subsequently fabricated bracing and different hardware on the steps on his own. We also installed a A.R.E. Deluxe Commercial Unit (Heavy Duty Aluminum Camper shell) on his truck. When we returned his truck with the camper shell he was unhappy that the shell did not match the paint on the truck exactly. We explained to him that minor differences between paint shades between his truck and the camper shell was normal as the vehicle is not present when the shell is produced. But, we told him that we could send the top back to the manufacturer with his gas cap lid to get a closer match. He declined and said he would just learn to live with it. The next week we learned he wrote a voluminous complaint letter to A.R.E complaining once again about the paint match. A.R.E directed Mr. [redacted] back to us as the dealer to resolve it. We once again offered to ship his topper back to A.R.E to have it re-painted with the gas cap as a shade match. He then accepted and we removed the topper and shipped it back with his gas cap cover. Please note on the attached invoice that we already gave Mr. [redacted] a $150 discount for ordering several items from us. You can also see that he spent $5000 dollars not $8-10K as he stated. Regardless of the amount spent, we always strive to be fair and honest with our customers. The fact that we have been in business in the same place for 40 years attests to that fact. I am confident we applied that same concept to Mr. [redacted] .I am sorry Mr. [redacted] is unhappy and I believe we have tried every way reasonable to rectify his concerns. I do not believe I owe him restitution for an item he insisted on purchasing against my advice and then decided to modify it to suit himself. We have already applied excessive hours of labor and administration trying to accommodate Mr. [redacted]. [redacted] Stones Trailers and Truck Accessories
Complaint: [redacted]
I am rejecting this response. The complaint stands as is, since the company is unwilling to correct the issues brought up in the complaint. I wi9ll not respond again unless the company chooses to address the complaint and my suggested resolution.
Regards,
[redacted]
The customer did get what he paid for. He got the product he chose; and, then he chose to fabricate it. The customer had decided which product he wanted before he came in our store. We tried to persuade him to purchase another, more heavy-duty product, but he declined. The product he chose would be ideal for a less heavy-duty application (perhaps an SUV).
Complaint: [redacted]
I am rejecting this response because I paid for something I did not get, the business representatives did not make an effort to resolve the issue (except to reverse a bracket that they had installed upside down), and I had to spend considerable time and money to get a functional product. The representative never advised me not to get the Luverne steps, but, as I said in the complaint, simply advised me to get the other brand of steps which did not have the desirable configuration. Why would they advise someone to avoid a buying brand that they still have on display in their show room? I have never seen such blatant disregard for customer satisfaction. Please note that I have never before filed a formal complaint against a business in my life, and almost always have very good relations with business representatives. I honestly did not think Stones would compensate me for having to redo the steps, but figured I should file a complaint so that others would know what they might be getting into if there is a problem with a product they purchased through Stones.
Thank you for providing this opportunity,
[redacted]
Mr. [redacted] came to our store with a specific list of truck accessories with manufacturers and exact part numbers that he wanted; I did not influence anything on his list, he pre-selected them. I immediately showed him an actual display (see attached photo-black steps in middle) of the Luverne...
wheel to wheel grip steps that he selected and told him they were light weight steps and based on how he was outfitting his truck I did not recommend them. I showed him a display of Ranch Hand Running steps in the same price range that are very heavy duty and I highly recommended them to him. He declined my advice and insisted on the Luverne Grip Steps. I prepared a quote for the items that he wanted and he left. A few days later he returned and ordered three of the items that were on his original list (see attached invoice) I ordered the items and a few days later installed the steps. After we returned Mr. [redacted]'s truck to him with the steps installed we saw him and his son jumping up and down on the rear portion of the steps, sometimes on one foot. Mr. [redacted]'s assertion that the steps would not support a 200 lb man is misleading. The steps are intended to allow you to step into the truck or gain access to the bed, and are not designed to be jumped on. The steps did in fact support Mr. [redacted] but he did not like the fact that they flexed when he jumped on them. Mr [redacted] returned the next day and asked that we remove the steps and put another set of steps on that he selected from the internet. I explained that once the steps are installed, we can not return them. I also reminded him that I had recommended he not purchase the Luverne steps and recommended Ranch Hand steps which he declined. We did however take the truck back into our shop and inspected and re-tightened all the nuts and bolts. Although they seemed better to him, Mr. [redacted] was still unhappy with the steps. He subsequently fabricated bracing and different hardware on the steps on his own. We also installed a A.R.E. Deluxe Commercial Unit (Heavy Duty Aluminum Camper shell) on his truck. When we returned his truck with the camper shell he was unhappy that the shell did not match the paint on the truck exactly. We explained to him that minor differences between paint shades between his truck and the camper shell was normal as the vehicle is not present when the shell is produced. But, we told him that we could send the top back to the manufacturer with his gas cap lid to get a closer match. He declined and said he would just learn to live with it. The next week we learned he wrote a voluminous complaint letter to A.R.E complaining once again about the paint match. A.R.E directed Mr. [redacted] back to us as the dealer to resolve it. We once again offered to ship his topper back to A.R.E to have it re-painted with the gas cap as a shade match. He then accepted and we removed the topper and shipped it back with his gas cap cover. Please note on the attached invoice that we already gave Mr. [redacted] a $150 discount for ordering several items from us. You can also see that he spent $5000 dollars not $8-10K as he stated. Regardless of the amount spent, we always strive to be fair and honest with our customers. The fact that we have been in business in the same place for 40 years attests to that fact. I am confident we applied that same concept to Mr. [redacted] .I am sorry Mr. [redacted] is unhappy and I believe we have tried every way reasonable to rectify his concerns. I do not believe I owe him restitution for an item he insisted on purchasing against my advice and then decided to modify it to suit himself. We have already applied excessive hours of labor and administration trying to accommodate Mr. [redacted]. [redacted] Stones Trailers and Truck Accessories
Complaint: [redacted]
I am rejecting this response. The complaint stands as is, since the company is unwilling to correct the issues brought up in the complaint. I wi9ll not respond again unless the company chooses to address the complaint and my suggested resolution.
Regards,
[redacted]