Ecology Auto Parts

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I have included Ecology's response in the body and will answer in red
Ecology:There are types of truck shells, one which sits at cab level and we tow regularly Then there are recreational type campers that go over the cab of the truck and have bedding, stove's and refrigerator's Unfortunately for permit and height limitations we are unable to tow these type's of camper shell's
I clearly explained exactly what I had to the first person I talked tooI was also able to secure a transaction with an actual legitimate business a few days later who had no problem with the supposed "permit and height limitations"
Ecology: As the customer stated he was scheduled for Sunday 8-24-between 11:00-2: In reviewing dispatch records, call records and emails from the driver we arrived around 1:00, well within the time frame given to ***.
The driver never arrivedAt about 1:is when I called to confirm that they would be on timethis is when I was called by a very rude driver who who explained that he did not think ecology (he did not work directly for them) would take the vehicleI repeat the driver never arrivedI and the I.R.Swould be interested to see their Vehicle log showing their arrival here as the driver stated how far away he was and did not want to waste his time driving all the way to Fallbrook if ecology would not take the vehicle.
Ecology: When the driver arrived knowing we are unable to tow RV's the driver called in at 1:and spoke to *** the rep. *** initially scheduled with *** then spoke to the customer and apologized profusely for any confusion and explained our policy The customer was placed on hold several times so as to tie up our phone lines for other incoming calls, while he was yelling and talking over the rep *** told him her manager *** would call him regarding this issue. The customer called in on Monday 8-25-after 5:00pm, this is when he spoke to the assistant manager *** Doing the same thing as Sunday, he was demanding and speaking over *** to send a driver to pick up the camper *** finally was able to speak and let him know the manager would call him Tuesday *** called him Tuesday morning he did not answer a voice mail was left apologizing for any inconvenience and confusion this may have caused When the customer called back I explained our policy on recreational type vehicle's due the height and permit's we were unable to take it with the shell I explained if the shell were removed we would be more than happy to pick up the truck Thank you for your time, ***
I was never offered a manager, I had to ask for one repeatedly, nor was I yelling on the phoneI was told the same thing repeatedly and was spoken to very rudely by *** who took great pride in telling me offWhen I called back to speak to her supervisor, they got cute and gave me to one of her assistants
As you saw by by initial contact information, I'm A Marine Officer with over years for service, deployments, and combat toursThese people work in a junk yardYou can decide who to believeI'm just hoping that the Revdex.com can in some way help prevent future consumers from having to deal with a business like thisI was hoping that this would get to their higher management, and they could train people like *** concerning customer service, but apparently she is the spokesman for their cooperationSad
Regards,
*** ***

There are types of truck shells, one which sits at cab level and we tow regularly Then there are recreational type campers that go over the cab of the truck and have bedding, stove's and refrigerator's Unfortunately for permit and height limitations we are unable to tow these type's
of camper shell's
As the customer stated he was scheduled for Sunday 8-24-between 11:00-2: In reviewing dispatch records, call records and emails from the driver we arrived around 1:00, well within the time frame given to *** When the driver arrived knowing we are unable to tow RV's the driver called in at 1:and spoke to *** the rep*** initially scheduled with *** then spoke to the customer and apologized profusely for any confusion and explained our policy The customer was placed on hold several times so as to tie up our phone lines for other incoming calls, while he was yelling and talking over the rep *** told him her manager *** would call him regarding this issue
The customer called in on Monday 8-25-after 5:00pm, this is when he spoke to the assistant manager *** Doing the same thing as Sunday, he was demanding and speaking over *** to send a driver to pick up the camper *** finally was able to speak and let him know the manager would call him Tuesday *** called him Tuesday morning he did not answer a voice mail was left apologizing for any inconvenience and confusion this may have caused When the customer called back I explained our policy on recreational type vehicle's due the height and permit's we were unable to take it with the shell I explained if the shell were removed we would be more than happy to pick up the truck Thank you for your time, ***

Review: I was quoted for $400 for my used truck on Friday with a pickup on Sunday between 11:00 and 2:00. I clearly explained that it was a camper top. On Sunday at 1:30 when I called to confirm that they were going to make it on time, I was informed by a very rude driver that he was running late and that he didn't think "they" took those type of vehicles. After 2 calls with him and numerous calls with Ecology where you spend a lot of time on hold they said that they would not pick up the vehicle. On Sunday I said I wanted to speak with a manager. On Monday I got a call from [redacted] who is the assistant manager who said she would get me her manager on Tues. I spoke to [redacted] on Tues who told me to remove the camper top or they would not pick it up. When I told her I wanted her to honor the arrangement we had made she refused and told me the conversation was over and hung up on me.Desired Settlement: This was a large waste of my time. Since I believed they were a legitimate business, I made arrangements requiring me to move multiple vehicles requiring a ground guide for a large trailer into a relatively confined space, and follow on arrangements to have the truck moved again. I want to speak to the Owner or CEO of the company and be assured that they have spoken to [redacted] and her division, and better trained them on customer service.

Business

Response:

There are 2 types of truck shells, one which sits at cab level and we tow regularly. Then there are recreational type campers that go over the cab of the truck and have bedding, stove's and refrigerator's. Unfortunately for permit and height limitations we are unable to tow these type's of camper shell's.

As the customer stated he was scheduled for Sunday 8-24-14 between 11:00-2:00. In reviewing dispatch records, call records and emails from the driver we arrived around 1:00, well within the time frame given to [redacted]. When the driver arrived knowing we are unable to tow RV's the driver called in at 1:33 and spoke to [redacted] the rep. [redacted] initially scheduled with. [redacted] then spoke to the customer and apologized profusely for any confusion and explained our policy. The customer was placed on hold several times so as to tie up our phone lines for other incoming calls, while he was yelling and talking over the rep. [redacted] told him her manager [redacted] would call him regarding this issue.

The customer called in on Monday 8-25-14 after 5:00pm, this is when he spoke to the assistant manager [redacted]. Doing the same thing as Sunday, he was demanding and speaking over [redacted] to send a driver to pick up the camper. [redacted] finally was able to speak and let him know the manager would call him Tuesday. [redacted] called him Tuesday morning he did not answer a voice mail was left apologizing for any inconvenience and confusion this may have caused. When the customer called back I explained our policy on recreational type vehicle's due the height and permit's we were unable to take it with the shell. I explained if the shell were removed we would be more than happy to pick up the truck. Thank you for your time, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I have included Ecology's response in the body and will answer in red.