From Car to Finish

After receiving an email from the customer’s wife on 2/5/15, we followed up with a phone call that same dayIn her email, she claimed she and her husband got a lower price than the lowest quote in our report (it wasn’t clear if
"">it was for one or both of the vehicles they had us negotiate), and asked what information we needed from them in order to receive their refundIn my phone conversation later that day, I went over the items we would need from them in writing, in order to evaluate whether they got a lower priceI mentioned that these items were also in our terms of service link, which is on the bottom of every page on our website, so she can check there for reference as well to make sure she didn’t forget anythingI told her we’d be happy to take a look at it once I receive the required documentation, but that we would need all the items listed in the terms of service section titled “lowest price guarantee” to do so, because without those items, there would be no way for us to verify that the customer got a better priceThe customer appeared to understand this, and said she’d relay the information to her husband. The complaint stated that From Car to Finish (quoted verbatim) “required documentation which we provided and they have not returned phone calls or email”. However, since our phone conversation with the customer’s wife on 2/5/15, we haven’t heard back from the customer in ANY form (phone, email, or physical mail), save for this Revdex.com complaint we recently got to our business’s mailbox (who’s address is clearly listed on the bottom of every page of our website, as well as in the “contact” menu of our site (in the sub menu titled “how to reach us”) and the letterhead on the first page of the report the customer was sentOur phone number is also listed in all of the above locationsOur email is listed in the “contact” menu on our site, and we can also be reached via email by filling in the feedback form in the “contact” menuThe required documentation could also be emailed to us should the customer choose to scan it in and email it, if that is more convenientWe’ve received emails from the customer and his wife on and previous to 2/5/15, so they’ve demonstrated they can reach us by emailWe’re not sure why we didn’t have any voicemails or emails stating they had sent the required documentation, so we’d even know it was sent or on the wayWe also don’t know why they wouldn’t contact us to be sure we received it before filing a complaint, as mail or email doesn’t always get to its destination just because it was sent. Given the lengthly phone calls we’ve had with the customer’s wife answering questions on how our service works previous to them becoming customers, and again on 2/5/explaining what we need to consider a refund, we’ve demonstrated we’re happy to give a customer our time and attention when we’re aware they need itWe just have to be given the chance. At this point, we can only report to the Revdex.com that we haven’t received any of the required documentation from the customer in order to consider a refund under the lowest price guarantee, as per our terms of serviceThis was mandatory for the customer to acknowledge was read via a checkbox before submitting an order on our online order formSo far, we only see a number they claimed they paid for a vehicle, and a number they claimed was our lowest price in our report (we don’t know how they arrived at those numbers, or which of the two vehicles they ordered this applied to)Claiming a lower price in a letter is not the required documentation, as I’m sure the customer can appreciate anyone can claim they got a lower priceWe await getting the required documentation, in the required timeframe, as per our terms of serviceFor convenience, we’ve included the section of the terms of service applicable to the lowest price guarantee for reference on the next page. Best, Mike R*** President, From Car to Finish