We've been in business serving *** customers for over yearsI took over this business years ago and since then it has grown by over 500% with only one or two Revdex.com complaints over that timeI consider that a good indicator of how we conduct ourselves here
What ** * is not aware
of is that we record all interactions with customers and we have a written record and a third Party transcription service that documents all our conversationsWhat he also failed to notice is that the person he spoke with on both occasions was me. He told me the coating was peeling and I told him he would have to bring it by for us to take a look at itWe never commit to a repair strategy without seeing the issue first hand, and not by relying on an untrained individuals interpretation which in this case he clearly spun for his own benefitIn this case I personally would have to inspect the work before committing to any form of repairWhen he did speak with my other sales manager, an appointment was made on a different day so that I could take a look at itWhen I inspected his truck it was immediately obvious that this bumper had come in contact with different objects on different areas of the bumperThe service we performed was to spray a urethane rubber coating on the entire outside surface of the bumper and then apply a custom paint matched color coat that matches the paint color of the rest of the vehicle. This is very similar to how most automotive bumpers are made and finishedThe damage I saw was that the color top coat had been scraped off and in several areas the rubber coating shows some minor abrasionThis could not happen to our product any more than one would expect a scratch to appear on any vehicle bumper without something coming into contact with itIt is also suspicious that all the damage occurred on the high corners of the bumper yet ** * insisted that "nothing had touched it " and he started to escalate the exchange when he started to realize he wasn't going to get what he wantedUnfortunately I was understaffed that morning and trying to deal with all the customers myselfI failed to diffuse the situation but instead engaged in similar behavior, and for that I apologize. ** * then started to refer to warranty terms that he does not have on this product. I am not aware of any automotive paint coating that would warrant against damageWe do warrant our workmanship beyond whatever written warranty we may also offer, but this clearly was not a workmanship issue I did offer to repair the damage at no cost just to smooth things over but he took issue with my position that it was not a warranty issue. My corporate office also reached out to him with the same offer. The offer still stands, all he has to do is call for an appointmentBest Regards,
Mike D***
Ziebart of ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I am not pleased with their customer care The person who wrote the email is not being accuarte (Im pretty sure its the same person "Mike" whom disrespected me over the the phone.) Its unbelievable he is the owner of that place, and does not know how to be behave, speakup with the truth and be professional with customers I don't understand why he was so upset , when I called asking for my refund? If they knew the items ordered did not fit the truck, stock was not available for this particular vechicle they should have automatically refunded the money back instead of waiting and holding on to itSimple as that Also, if he thinks I am exaggerating, lieing and etcYou might as well ask or request the monitered recording for this conversationI don't have time to be going back and forth with Ziebart I want my complaint to be submittedThanks
We've been in business serving *** customers for over yearsI took over this business years ago and since then it has grown by over 500% with only one or two Revdex.com complaints over that timeI consider that a good indicator of how we conduct ourselves here
What ** * is not aware
of is that we record all interactions with customers and we have a written record and a third Party transcription service that documents all our conversationsWhat he also failed to notice is that the person he spoke with on both occasions was me. He told me the coating was peeling and I told him he would have to bring it by for us to take a look at itWe never commit to a repair strategy without seeing the issue first hand, and not by relying on an untrained individuals interpretation which in this case he clearly spun for his own benefitIn this case I personally would have to inspect the work before committing to any form of repairWhen he did speak with my other sales manager, an appointment was made on a different day so that I could take a look at itWhen I inspected his truck it was immediately obvious that this bumper had come in contact with different objects on different areas of the bumperThe service we performed was to spray a urethane rubber coating on the entire outside surface of the bumper and then apply a custom paint matched color coat that matches the paint color of the rest of the vehicle. This is very similar to how most automotive bumpers are made and finishedThe damage I saw was that the color top coat had been scraped off and in several areas the rubber coating shows some minor abrasionThis could not happen to our product any more than one would expect a scratch to appear on any vehicle bumper without something coming into contact with itIt is also suspicious that all the damage occurred on the high corners of the bumper yet ** * insisted that "nothing had touched it " and he started to escalate the exchange when he started to realize he wasn't going to get what he wantedUnfortunately I was understaffed that morning and trying to deal with all the customers myselfI failed to diffuse the situation but instead engaged in similar behavior, and for that I apologize. ** * then started to refer to warranty terms that he does not have on this product. I am not aware of any automotive paint coating that would warrant against damageWe do warrant our workmanship beyond whatever written warranty we may also offer, but this clearly was not a workmanship issue I did offer to repair the damage at no cost just to smooth things over but he took issue with my position that it was not a warranty issue. My corporate office also reached out to him with the same offer. The offer still stands, all he has to do is call for an appointmentBest Regards,
Mike D***
Ziebart of ***
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** I am not pleased with their customer care The person who wrote the email is not being accuarte (Im pretty sure its the same person "Mike" whom disrespected me over the the phone.) Its unbelievable he is the owner of that place, and does not know how to be behave, speakup with the truth and be professional with customers I don't understand why he was so upset , when I called asking for my refund? If they knew the items ordered did not fit the truck, stock was not available for this particular vechicle they should have automatically refunded the money back instead of waiting and holding on to itSimple as that Also, if he thinks I am exaggerating, lieing and etcYou might as well ask or request the monitered recording for this conversationI don't have time to be going back and forth with Ziebart I want my complaint to be submittedThanks