Geared Up Drivetrain

Review: Kept Vehicle 6 days beyond promised delivery date.Stated he didn't care and would do daily drivers first ( mine is a 4x4, but was still needed on promised delivery date)Charged more than what was agreed upon, had no written statement.Sloppy workman ship. [redacted] installed a set of ARB lockers, provided by me. We pre-ran the airlines. The front airline was rerouted tom underneath the truck. A novice would have taken the truck out, and the first little rock, branch could have done major damage.

Product_Or_Service: Installed provided ARB Lockers

Order_Number: NA

Account_Number: NA

Desired Settlement: DesiredSettlementID: Refund

Would like to get a part of the payment refunded.Reason:Late deliverysloppy workman's ship which I had my employee fixed

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted] Office Manager

Contact Phone: XXX XXX XXXX

Contact Email: [redacted]@sbcglobal.net

Regarding [redacted]'s complaint:

The initial appointment made was for an ARB install in front and rear with the differentials OUT of the vehicle. When [redacted] showed up for his appointment, he brought the entire vehicle. At that point it became a job that required the car lift and a significantly greater amount of labor, as opposed to a bench job. Also, at the time of drop off [redacted] stated, several times, that he was in no rush to get the vehicle back. The "promised date" that he refers to was a rough estimate for return of the vehicle, as we had planned on just the axles, not the entire vehicle.

The comment about doing the "daily drivers" before [redacted]'s vehicle is partially correct. In the time that we had the vehicle, a few vehicles came in that were detrimental to the success and livelihood of our customers. When we get a vehicle that NEEDS to be done TODAY vs. a vehicle that is a "no rush" job, we chose to work on the vehicle that needed to be done asap.

There was no discussion on price to install the ARB units in the vehicle, only on the bench. The air line was never rerouted, simply connected. [redacted] did notice the airline was ran incorrectly and was going to mention it but, forgot to due to [redacted] behaving in an aggressive and completely inappropriate manner towards the office manager and [redacted] at time of pick up. We did not touch or reroute the air lines, that was installed by XPCamper.

In addition, book time to install the front and rear differentials in the vehicle is 11.3 hours. [redacted] got charged for 8 hours labor, the disposal of the dirty fluid from both differentials, and the new fluid put in the differentials. In no way was [redacted] over charged.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

Not sure what the office manager means by "aggressive and inappropriate manner" of my behavior when I picked up the truck. I did not show my frustration at that time.

In response to the issue of timing, the agreement was the work would be done by end of week. When we called Friday, it was stated that the work would be done on Saturday. When we called Monday, we were told the truck would not be ready until Thursday - almost a week after the expected time.

There was no explanation of why the delays on our vehicle kept happening as indicated in the office manager's response. They kept that part to themselves. It may have helped to know those facts even if we did need the truck back at the end of the week. Managing expectations is always key.

No need for more back and forth. The bottom line is the customer should never be told by the business that "I don't care." That basically says it all.