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French Lake Auto Parts

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Reviews French Lake Auto Parts

French Lake Auto Parts Reviews (4)

Initial Business Response / [redacted] (1000, 5, 2015/06/09) */ Customer purchased the headlight on December 16, Customer was present, able to inspect the headlight prior to purchase and signed for the partThe headlight was complete when we sold itThree months later, on March 25, 2015, customer brings the headlight back for a refund WITHOUT a receiptWe informed the customer that he would not be given a refund because the headlight had been damaged and was not in the same condition as when we sold it to the customerThe wires for the headlight had been cut and the bulb was removedThe merchandise also lacked our company markings to prove that the headlight was the one he had purchased from usCustomer stated, "If you don't want to give me a credit, that's fineI will just dispute the credit card." We received the first letter from our credit card company regarding the customer's dispute in AprilThe letter was dated April 6, and asked for a copy of the sales slip including signature and we provided the necessary documentsWe received a second letter on May 11, from our credit card company regarding the customer's disputeWe were asked to provide a written response to the claim along with a copy of the sales receipt and any other pertinent documentationAgain, we provided a written response along with our documentation of the situationThe credit card company ultimately decided in our favorThe charge back was reversed and the money was put back in our account Below is our return policy, as listed on our invoice: "Inspect merchandiseIt is sold "AS IS"However, we will replace this merchandise if defective and if returned to us within days in the same condition purchasedWe make no other promise, guarantee, or warrantyWe are not responsible for damages or other loss caused from labor, installation, removal or use of this merchandise." Customer did not follow any of the guidelines set forth in our return policy and therefore he was denied a creditCustomer waited three months to bring the part back, well out of our seven day return policyThe headlight was sold to the customer in complete condition and the customer signed off on the sale, but it was returned to us damagedLastly, the headlight lacked our company markings to prove that the headlight was the one he had purchased from usGiven the amount of time between the purchase and attempt to return coupled with the lack of our company markings, it was impossible to say that the headlight the customer was trying to return was actually the headlight purchased from usOur parts are marked using an industry wide practice put in place to safeguard against situations such as thisIt is no different than trying to return a shirt without the receipt and tags torn off Customer claims the headlight we sold him must have been junk or a headlight that we never intended to sellThe headlight in question was pulled for this customer on a work orderThis means it was not a random headlight on inventory, it was pulled specifically for this customerThe general manager personally pulled and marked this partIt was then sent to inventory and then to the sales representativeThis headlight was viewed by three of our personnel and said to be in complete conditionThe customer was then able to inspect the headlight prior to purchaseCustomer agreed to purchase the headlight and signed off on the sales slip As for the customer's claims about how we do business, I would like to mention that we have been in business for almost years and have maintained a very reputable history in this industryHis transaction was treated the same as any other and our processes were met and upheldWe process thousands of parts and hundreds of cars a week effectively and efficientlyThe customer's claim of incompetence is unjustifiedWe do our best to process orders with the information we are given ***Document Attached [redacted] I have attached a copy of the original invoice given to the customer stating the return policy, a copy of sales slip including the customer's signature and pictures of the headlight he tried to return to us The customer's claims of defective merchandise are incorrectAs you will see in the formal response he was given a complete headlight and he was able to inspect the headlight before purchaseThe headlight went through the process of being pulled, inventoried and then sent to the sales teamThree different personnel handled this headlight and verified it was complete The customer made claims against our "magic markers"All parts are marked with a paint pen to show their inventory number and our company informationThis is an industry wide practice that is set in place for situations such as thisThere were absolutely no markings on the headlight he tried to returnThere were markings on the original headlight because the general manager marked it and it was checked in inventoryOnce it made it to the sales team those numbers had to be on it in order for them to process the invoiceAs you can see the invoice lists a part number and inventory number that the salesman would have taken off the actual part Unfortunately the customer was unhappy when he was denied a refundHe threatened to just dispute the credit card charges, which he didWe went through the process of sending in the paperwork to the credit card company along with a written responseAfter the credit company reviewed our response and paperwork they ultimately ruled in our favorThe chargeback was reversed and the money was put back in our accountThe customer must not have been happy about that, because his next step was his formal complaint to the Revdex.comWe attempted to explain the situation to the customer but he chose to just dispute the credit card charges Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are liarsLike I stated in the complaint, the headlight was not complete, I did not inspect it because I assumed they knew how to give me a complete headlightI was wrong they are is A receipt was not an issue, they printed one out for me and said it was not an issue when I was there, again they are liarsThere return policy is irrelevant because they agreed to give me an exchange when I brought it back until they didn't see there magic marker marking on it which they where incompetent in not putting them on in the first placeWhy would I try to return a head light to a place where I didn't buy itThese people are stupid and do not know the meaning of customer serviceI have told everyone I know about how badly they treated me and they will pass it along to everyone they knowNot a very smart business decision to say the least all they would have to have done is give me another headlight that cost them nothing but instead they let there stubbornness get in the way of making a smart business decision but they are stupid so that is par for the courseNow they will lose thousands of dollars because of itI will be contacting the owners to let them know how there is manager is running there business into the ground so they an fire him and get someone more competent in order to save the business from losing thousands of dollars Final Business Response / [redacted] (4000, 10, 2015/06/11) */ We stand behind our decision to deny a credit and we refute the customer's defamatory allegationsCustomer chose to dispute the credit cardWith the information we provided to the credit card company, we won the credit card disputeAs far as we are concerned the matter is closedCustomer is welcome to call the owner to discuss his feelings, but the owner is aware of the entire situation and fully supports the general manager's decision in regard to this customer's situation

Initial Business Response /* (1000, 6, 2015/12/04) */
I apologize for your bad experiencePlease call XXX-XXX-XXXX and ask for Tabitha or Denise and we will issue a credit to your credit card
Initial Consumer Rebuttal /* (3000, 8, 2015/12/16) */
12/16/Have not received my credit yet as of
today
Final Consumer Response /* (2000, 10, 2015/12/22) */
I have received my credit and this is resolved

Mr*** had ordered an axle through French Lake Auto Parts via our eBay store Frenchlakeautoparts-store. Upon purchasing any item on eBay, eBay itself gives an estimated time of arrival for the purchased item to the buyer. This arrival time is not determined by the seller (French
Lake Auto Parts)The buyer made the purchase at 4:34pm on Thursday the 4th of January. The part was removed and readied for shipment on the 5th but missed the truck to be shipped that day. Per our eBay listings we are closed on Mondays and our first business day of the week is Tuesday (the 9th) and the axle did ship out under R+L Carriers tracking # that very daySince this buyer is a residential customer, all carriers call to make a delivery appointment to ensure someone will be home to accept the shipment. The carriers are not able to leave freight without a signature so the delivery appointments are necessary to getting the shipment delivered in a timely mannerWhen the customer did not see the freight on the 12th when they assumed it should be delivered they then contacted R+L Carriers to check up why it had not been delivered. At that point a delivery appointment was made with Mr*** by R+L Carriers to be delivered on the 15th. R+L attempted delivery however they were not able to make it up the customer’s difficult driveway and Mr*** was not at the premises to accept delivery(This was verified by the dispatcher with R+L carriers delivering terminal at ***). In an attempt to re-schedule delivery of this shipment the dispatcher said that attempts had been made to re-schedule a delivery. Since the customer was not answering the phone at the number provided by Mr*** through eBay at *** they were forced to leave messages and those messages were never returned or replied toAt this point the customer was wondering where his freight wasHe again contacts R+L Carriers and chewed out the customer service rep for not getting his freight delivered. He then asked to have the freight left at his mail box and he would grab it from there. This is not permitted due to new home land security requirements requiring all freight to be signed for to prevent anonymous deliveries. The buyer then demanded that his freight charges be refunded due to the delay in receiving his goods. He tried first to get money back from R+L Carriers of which they denied his claim. He then contacted French Lake Auto Parts through the eBay messaging system demanding he be refunded his shipping costs. Since the product left French Lake Auto Parts in a timely manner we explained that any refund or credit would have to be provided by the carrier as we had fulfilled the order in a reasonable amount of time and no damage or error was the fault of French Lake Auto PartsThe buyer then threatened to contact eBay and PayPal about this matter and also mentioned the Revdex.com. Our hands are tied; the obligations of French Lake Auto Parts have been met and were done so in a timely mannerImmediately there after the customer left negative feedback through eBay stating that he has not received delivery of his goods and that we should refund his shipping costs in full. Once eBay was shown the messages through the eBay messaging system and the tracking number results showing the item was indeed delivered on the 19th of January they immediately removed the negative strike placed against FrenchLakeAutoParts-Store eBay account by Mr***. PayPal has also been contacted by French Lake Auto Parts to make them aware of the situation to prevent the customer from making a claim against French Lake Auto Parts. EBay and PayPal have both sided with French Lake Auto Parts in this matter. Towards the end of our conversations with the customer it was determined that the customers contact number provided through eBay at the time of the sale had the last two digits transposed This number provided by Mr*** was then added to the automatically generated EBay invoice and then further on to the carriers bill of lading. This very well may have been the reason that the messages left by the carrier were indeed left on another party’s phone as the contact number provided by Mr*** was incorrect from the start through eBayThe delays in delivery appear to be 100% the responsibility of Mr*** in part due to his incorrect contact information and being unable to keep his first delivery appointment. Thank You,

Initial Business Response /* (1000, 5, 2015/06/09) */
Customer purchased the headlight on December 16, 2014. Customer was present, able to inspect the headlight prior to purchase and signed for the part. The headlight was complete when we sold it. Three months later, on March 25, 2015, customer...

brings the headlight back for a refund WITHOUT a receipt. We informed the customer that he would not be given a refund because the headlight had been damaged and was not in the same condition as when we sold it to the customer. The wires for the headlight had been cut and the bulb was removed. The merchandise also lacked our company markings to prove that the headlight was the one he had purchased from us. Customer stated, "If you don't want to give me a credit, that's fine. I will just dispute the credit card."
We received the first letter from our credit card company regarding the customer's dispute in April. The letter was dated April 6, 2015 and asked for a copy of the sales slip including signature and we provided the necessary documents. We received a second letter on May 11, 2015 from our credit card company regarding the customer's dispute. We were asked to provide a written response to the claim along with a copy of the sales receipt and any other pertinent documentation. Again, we provided a written response along with our documentation of the situation. The credit card company ultimately decided in our favor. The charge back was reversed and the money was put back in our account.
Below is our return policy, as listed on our invoice:
"Inspect merchandise. It is sold "AS IS". However, we will replace this merchandise if defective and if returned to us within 7 days in the same condition purchased. We make no other promise, guarantee, or warranty. We are not responsible for damages or other loss caused from labor, installation, removal or use of this merchandise."
Customer did not follow any of the guidelines set forth in our return policy and therefore he was denied a credit. Customer waited three months to bring the part back, well out of our seven day return policy. The headlight was sold to the customer in complete condition and the customer signed off on the sale, but it was returned to us damaged. Lastly, the headlight lacked our company markings to prove that the headlight was the one he had purchased from us. Given the amount of time between the purchase and attempt to return coupled with the lack of our company markings, it was impossible to say that the headlight the customer was trying to return was actually the headlight purchased from us. Our parts are marked using an industry wide practice put in place to safeguard against situations such as this. It is no different than trying to return a shirt without the receipt and tags torn off.
Customer claims the headlight we sold him must have been junk or a headlight that we never intended to sell. The headlight in question was pulled for this customer on a work order. This means it was not a random headlight on inventory, it was pulled specifically for this customer. The general manager personally pulled and marked this part. It was then sent to inventory and then to the sales representative. This headlight was viewed by three of our personnel and said to be in complete condition. The customer was then able to inspect the headlight prior to purchase. Customer agreed to purchase the headlight and signed off on the sales slip.
As for the customer's claims about how we do business, I would like to mention that we have been in business for almost 60 years and have maintained a very reputable history in this industry. His transaction was treated the same as any other and our processes were met and upheld. We process thousands of parts and hundreds of cars a week effectively and efficiently. The customer's claim of incompetence is unjustified. We do our best to process orders with the information we are given.
[redacted]Document Attached[redacted]
I have attached a copy of the original invoice given to the customer stating the return policy, a copy of sales slip including the customer's signature and pictures of the headlight he tried to return to us.
The customer's claims of defective merchandise are incorrect. As you will see in the formal response he was given a complete headlight and he was able to inspect the headlight before purchase. The headlight went through the normal process of being pulled, inventoried and then sent to the sales team. Three different personnel handled this headlight and verified it was complete.
The customer made claims against our "magic markers". All parts are marked with a paint pen to show their inventory number and our company information. This is an industry wide practice that is set in place for situations such as this. There were absolutely no markings on the headlight he tried to return. There were markings on the original headlight because the general manager marked it and it was checked in inventory. Once it made it to the sales team those numbers had to be on it in order for them to process the invoice. As you can see the invoice lists a part number and inventory number that the salesman would have taken off the actual part.
Unfortunately the customer was unhappy when he was denied a refund. He threatened to just dispute the credit card charges, which he did. We went through the normal process of sending in the paperwork to the credit card company along with a written response. After the credit company reviewed our response and paperwork they ultimately ruled in our favor. The chargeback was reversed and the money was put back in our account. The customer must not have been happy about that, because his next step was his formal complaint to the Revdex.com. We attempted to explain the situation to the customer but he chose to just dispute the credit card charges.
Initial Consumer Rebuttal /* (3000, 8, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are liars. Like I stated in the complaint, the headlight was not complete, I did not inspect it because I assumed they knew how to give me a complete headlight. I was wrong they are is.
A receipt was not an issue, they printed one out for me and said it was not an issue when I was there, again they are liars. There return policy is irrelevant because they agreed to give me an exchange when I brought it back until they didn't see there magic marker marking on it which they where incompetent in not putting them on in the first place. Why would I try to return a head light to a place where I didn't buy it. These people are stupid and do not know the meaning of customer service. I have told everyone I know about how badly they treated me and they will pass it along to everyone they know. Not a very smart business decision to say the least all they would have to have done is give me another headlight that cost them nothing but instead they let there stubbornness get in the way of making a smart business decision but they are stupid so that is par for the course. Now they will lose thousands of dollars because of it. I will be contacting the owners to let them know how there is manager is running there business into the ground so they an fire him and get someone more competent in order to save the business from losing thousands of dollars.
Final Business Response /* (4000, 10, 2015/06/11) */
We stand behind our decision to deny a credit and we refute the customer's defamatory allegations. Customer chose to dispute the credit card. With the information we provided to the credit card company, we won the credit card dispute. As far as we are concerned the matter is closed. Customer is welcome to call the owner to discuss his feelings, but the owner is aware of the entire situation and fully supports the general manager's decision in regard to this customer's situation.

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