Euro Auto Recycling

I first spoke to Mr [redacted] on 6/28/when he demanded to speak with the general manager, after he cursed out and yelled at the sales person he placed the order withWhen I spoke to him he explained to me that the transmission had glycol contamination and that his mechanic did not install it Although our warranty does not cover glycol contamination or guarantee any testing, I told him that I would go ahead and replace it for himI also reassured him that the transmission was pulled from a running and driving vehicle that we tested before dismantlingMr [redacted] did not want a replacement transmission and wanted his money backI explained to him that we do not offer any refunds on take off partsSince the transmission was still on the vehicle and had to be removed to complete his order I could only give him in store credit or replace the transmissionMr [redacted] became angry and began cursing me out and yelling and would not allow me to speak, then he hung up before I could respond or come to an agreementAfter an hour I reached out to Mr [redacted] again to figure out what he wanted to do about the transmissionHe then demanded that I change the policyWhen I told him I couldn't do that he began yelling and cursed me outI asked him not curse me out to which he began insulting me and hung upI sent a request for a shipping label to our shipping department and sent it to him as soon as I got itMr [redacted] then requested that I send him information of the vehicle that the new transmission was coming out of and also asked for glycol tests to be madeI emailed him the details of the vehicle and explained to him that I do not have the equipment to test for glycol contamination (see email)I did guarantee that the transmission would come off a tested vehicle that was running and drivingMr [redacted] also said that we made a $unauthorized chargeOn his credit card authorization form he requested an additional part which was invoiced separately from the transmissionSince the second item was under $and already requested in the initial form, no additional authorization form was requiredMr [redacted] also requested for a delivery truck with a liftgate but did want to pay the extra fee for the liftgate service hence the delivery with no liftgate was usedI have not been contacted by Mr [redacted] and I am still waiting on his reply to see if he wants to receive another transmission or use in store credit insteadWe have received his transmission and are waiting on his replyI have attached the credit card authorization form and all other documents requested to complete the formI have also attached a copy of our policy

When Exclusive Motors came in to our store and purchased the items in question, they provided us with the part type and car they were working onThey ordered a "Halogen Headlight" and a wire harness for Halogen lights among other itemsThe items are visible on attached invoiceA week or so later
they informed us that they ordered the wrong parts and needed "Xenon / HID headlights and a wire harness" to matchWhen we told them that the xenon lights are $each and a xenon harness is more money as well, they said they wanted to return the parts for a refundWe informed them that we do not offer refunds for "pull off parts", only "In-store credits"We also reminded them of our policy that was clearly stated on the invoice that they signed and visible at our counter. Pull-off parts are parts that must be pulled off vehicles, these items had to be pulled from a yard car. We were kind enough to not deduct the 25% restocking fee from their store creditWe have attached the front & back of the signed invoice stating our return policy and an image of our policy hanging behind the counter in clear sight. Thank You,

I am rejecting this response because the company claims that the terms and conditions had been provided to me, hence knowing the "policy"....which is not trueThe only document sent to me was the CC authorization formIn addition, the freight had specifically been requested on the authorization form and their statement that I didn't want to pay for it is a claim altogether.The replacement transmission was to have been sent shortly after receiving their first "contaminated" transmission backI had asked them to expedite the replacement so that I could get my car running, but they wouldn't commit to sending it until they received the first one backThat was over a month agoSince then, the transmission in the car failed and had to be rebuilt. The time for working with this company and any replacement transmission has come and gone.I continue to ask that my money be returned so that we can get this event behind us and move onNo store credit would be considered based upon their actions and failure to deliver what was purchased in the first place. ***

I am rejecting this response because: Thats exactly what they have been saying since I returned the part weeks agoIt is also very similar to what they said when I ordered the partI do not believe themTey continue to say exact same thingNo results in over months

I apologize for the inconvenience; I have submitted your concerns to the General Manager and our accounting department so we can resolve this issue.   Thank You

I first spoke to Mr. [redacted] on 6/28/2017 when he demanded to speak with the general manager, after he cursed out and yelled at the sales person he placed the order with. When I spoke to him he explained to me that the transmission had glycol contamination and that his mechanic did not install it....

Although our warranty does not cover glycol contamination or guarantee any testing, I told him that I would go ahead and replace it for him. I also reassured him that the transmission was pulled from a running and driving vehicle that we tested before dismantling. Mr. [redacted] did not want a replacement transmission and wanted his money back. I explained to him that we do not offer any refunds on take off parts. Since the transmission was still on the vehicle and had to be removed to complete his order I could only give him in store credit or replace the transmission. Mr. [redacted] became angry and began cursing me out and yelling and would not allow me to speak, then he hung up before I could respond or come to an agreement. After an hour I reached out to Mr. [redacted] again to figure out what he wanted to do about the transmission. He then demanded that I change the policy. When I told him I couldn't do that he began yelling and cursed me out. I asked him not curse me out to which he began insulting me and hung up. I sent a request for a shipping label to our shipping department and sent it to him as soon as I got it. Mr. [redacted] then requested that I send him information of the vehicle that the new transmission was coming out of and also asked for glycol tests to be made. I emailed him the details of the vehicle and explained to him that I do not have the equipment to test for glycol contamination (see email). I did guarantee that the transmission would come off a tested vehicle that was running and driving. Mr. [redacted] also said that we made a $200 unauthorized charge. On his credit card authorization form he requested an additional part which was invoiced separately from the transmission. Since the second item was under $500.00 and already requested in the initial form, no additional authorization form was required. Mr. [redacted] also requested for a delivery truck with a liftgate but did want to pay the extra fee for the liftgate service hence the delivery with no liftgate was used. I have not been contacted by Mr. [redacted] and I am still waiting on his reply to see if he wants to receive another transmission or use in store credit instead. We have received his transmission and are waiting on his reply. I have attached the credit card authorization form and all other documents requested to complete the form. I have also attached a copy of our policy.