Ground UP, Inc

Tell us why here
This customer received store credit ,and when he called the customer service rep he spoke with is no longer here and did not tell appropriate person that customer wanted a refund ,I'm sending customer a check in the mail todayAny other question please feel free
to contact me.
T*** ***
Sales manager

To whom it may concern, After doing some research we have found that the order went out to the customer on May 26th as promised to the customerThe order was then delivered May 27th the next dayWe are not sure why the customer would have needed to take multiple days off to
receive the deliveryWe shipped the order on the day promised as stated by the customer and the customer received it the next day Below is the tracking information from ***

Complaint: ***
I am rejecting this response because:
Obviously the person who wrote the last response from
Ground Up is misinformed/confused about how some of the prior events took place
but I will be happy to clarifyYes, I did speak with a person (not sure if it
was *** but he did say he was a manager) from Ground Up on the phone the day
(06/23/14) I arrived home and found the order that I cancelled from Ground Up on
my door stepInitially when I called Ground Up, I spoke with *** is the
person who notified me a day after (June 18,2014) I placed my order with Ground
Up, that a partial part of my order would be back orderedOf course, he didn’t
include a date that I should expect the back ordered items; I had to send another
email to ask him that special favorAfter speaking with *** and asking him why
he didn’t cancel my order, which he didn’t have an answer; he pawned the phone
off on someone else, which I will assume it was ***I asked *** the very same
question, “why wasn’t my order cancelled?” In Ground Up fashion, he didn’t have
an answer for me eitherI told him I didn’t want these parts in my house any
longer and I wanted them to be picked up as soon as possibleHe asked if I
could drop them off at ***, which I responded “No”He asked if I could take
them to work with me and *** could pick them up there, we don’t deal with ***
at my place of employment, so I said “No”He then asked “when I would be home
the following day, I told him I get home at 5:30pm and I would be home until
7:00pm to 7:15pmHe told me at that time he would schedule a *** truck to
pick up the cancelled parts during that time periodThe following day, I waited
until 7:for *** to pick up the order but no one ever showed( the message
for missed pick up)I told *** (?) that I would leave the parts outside on my
porch but I wasn’t going to be responsible for the package, since I would be at
work and not at home during that time periodAgain, in Ground Up fashion, no
responseThat is the last time I spoke with anyone at Ground UpI tried
contacting the president of the company, in Ground Up fashion, no responseI
sent *** three follemails, again in Ground Up fashion, no responseI cc’d
myself on all of the emails that I sent to Ground Up along with tape recording
of my initial phone call to Ground Up for my recordsThat is the one and only
time I ever spoke to anyone at Ground Up (6/23/2014)I find it hard to believe
that Ground Up scheduled a pick up at my house without any advance notice that
they would be scheduling a piwithout my knowledge, it doesn’t make sense
Who would schedule a pickup at a residence without making sure there person
would be home? Doesn’t make senseI don’t have any missed calls on my phone
(which I now have copies of my phone bill for evidence and future reference)
and there were no “missed pick up messages” anywhere on my houseIt doesn’t
make sense and I don’t believe there were any attempts to pick these parts up
Ground Up has made no attempt to contact me via email or phone, so I don’t believe
this happenedAnyone with a typewriter can create that message, I would like
to see something from *** but I know that won’t happen
As far as me being “difficult”, I spent $with
two of Ground Up’s competitors since my order with Ground Up, they didn’t have
any problems with promising and delivering what I had orderedThen again, they
don’t have an “F” rating with the Revdex.comIn fact, one of the suppliers sent me
two rights side brackets, instead of one right side and one left side bracket, when
I called the supplier, he insisted on sending me a left side bracket early AM
delivery the next dayI thought it was a waste because the part wasn’t going
to be installed until after I got home from work at 5:30pm but he insistedHe didn’t
care, he knew there was a mistake and before I could send the wrong part back I
had the new part in hand the next dayWith that type of cus***er service, I am
sure the company will never get an “F” rating and will continue to thriveI
would be happy to promote a business that takes care of the cus***er in that fashion
In fact the *** *** *** *** is having their show this weekendI am
sure there will be plenty of people who will be looking for parts to buy for
their ***I will be happy to discuss with them the experiences I have
had
I want these parts out of my house and the money that
was stolen out of my account, put back in as soon as possibleI get home at approx
5:each night depending on traffic and I leave at 7:15-7:for my second job
You can send me a label and I will put the package on my porch if that is not
good enough for Ground UpI will not be responsible for a package that will
sit on my door step for three to four hoursI am not the one who screwed this
order up, it’s time for Ground Up to take responsibility and fix their screw
upIt’s not right for Ground Up to expect their ex-cus***ers to re-arrange
their schedule, or drive to a location to drop off an order they screwed upThey
need to accommodate cus***ers not the other way aroundI guess if Ground Up
knew that, they wouldn’t have a bad reputation or “F” rating from the Revdex.com
Sincerely,
*** ***

After receiving the Better Business complaint, my Sales Manager reached out to the customer and rectified the issueThe customer was satisfied with the outcome and voiced their appreciationWe did some research into the emails that were not replied to and could not find any emails that were sent
from this customerThat doesn't mean the customer did not send them, just that our system did not pick up on the customer's name or email address associated with the account in our searchesEither way, the customer has been taken care of and hopefully this will never happen again.SincerelyMichael S*Director of Sales and MarketingGround Up IncGreat Hill Rd.Naugatuck, CT06770866-358-

After receiving the Better Business complaint, my Sales Manager reached out to the customer and rectified the issueThe customer was satisfied with the outcome and voiced their appreciationWe did some research into the emails that were not replied to and could not find any emails that were
sent from this customerThat doesn't mean the customer did not send them, just that our system did not pick up on the customer's name or email address associated with the account in our searchesEither way, the customer has been taken care of and hopefully this will never happen again.Sincerely
Michael S***
Director of Sales and Marketing
Ground Up IncGreat Hill RdNaugatuck, CT866-358-

This customer received his refund today back to his card ,accounting put it as store credit in error it has definitely been refunded in full .Mike *** is no longer with our company .I will be handling all complaints now Thank you
Theresa
B***

[redacted] did in fact speak with our sales manager, [redacted], and demanded that the items be picked up. In fact, he said he was leaving the items outside for the [redacted] driver to pick up because he demanded a pickup after 6PM which we could not accommodate. That obviously did not happen as you can see  by the multiple pickup attempts, Also, when [redacted] makes a pickup attempt they leave a missed pick-up tag with a phone number to contact. All [redacted] had to do was contact the number on the missed pickup tag and make arrangements with [redacted] to pick up the packages in question.  As you can tell by the tone of his response , [redacted] can be difficult to deal with. In the interest of ending this dispute we will issue another [redacted] call tag. We do need a 3-4 hour window that the items can be picked up. They need to be boxed and available for pickup at those times. Or as an alternative we can email, fax or send in the mail a pre-paid shipping tag that he would have to affix to the box coming back and drop off at a [redacted] drop off location nearby. Whatever is more convenient for [redacted] new will accept. Please advise.

This customer received his refund today back to his card ,accounting put it as store credit in error it has definitely been refunded in full .Mike [redacted] is no longer with our company .I will be handling all complaints now Thank you         Theresa...

B[redacted]

I have read the response from the Ground Up and believe that is a total fabrication. At no time was I ever contacted by any person at Ground Up suggesting they would pick up the items they mistakenly delivered to my house at those dates and times. I would have never agreed or suggested those dates or times because I was out of town on business that the entire week. Again, this is a total lie by someone at Ground Up, to cover up there lack of cus[redacted]er service, which I have found out this is a common practice by this company. I have spoken with a number of members on the [redacted] website and [redacted] Club and they have all had similar complaints.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Since our last correspondence the items have been returned to Ground Up Inc., and a refund has been issued to the cus[redacted]er for the full amount.

After reviewing the [redacted]'s order (#[redacted]), it appears that the mistake was on our end. There was a miscommunication with the manufacturer, and the wheel should not have been sent out.
To correct this error, we have refunded the cost of the wheel to the [redacted]'s credit card.
For...

future reference, please see the attached Ground Up policies.

According to our records, [redacted] ordered au[redacted]otive
restoration parts on our web store. The order was processed on 6/18/14 and
shipped 6/19/14. On 6/20 as he states the order was cancelled but it had
already shipped.
[redacted] was advised we would send [redacted] to call tag...

his
items. Once we have the items back we would refund his purchase. [redacted] has made
3 attempts already to pick up the items and all times they were made
unavailable (see tracking info below).   
Once the items are returned we will issue a refund promptly.
 
Travel History
         
             


Date/Time
Activity

Location






 - 

 
7/10/2014  -  Thursday



4:54 pm

Delivery exception



[redacted]





Cus[redacted]er not available or business closed



9:44 am

On [redacted] vehicle for delivery



[redacted]





 - 

 
7/09/2014  -  Wednesday



5:21 pm

Delivery exception



[redacted]





Cus[redacted]er not available or business closed



8:45 am

On [redacted] vehicle for delivery



[redacted]





 - 

 
7/08/2014  -  Tuesday



4:59 pm

Delivery exception



[redacted]





Cus[redacted]er not available or business closed



10:14 am

On [redacted] vehicle for delivery



[redacted]



4:38 am

At local [redacted] facility

To whom it may concern,   After doing some research we have found that the order went out to the customer on May 26th 2015 as promised to the customer. The order was then delivered May 27th 2015 the next day. We are not sure why the customer would have...

needed to take multiple days off to receive the delivery. We shipped the order on the day promised as stated by the customer and the customer received it the next day.   Below is the tracking information from [redacted]. [redacted]

After reviewing the [redacted]'s order (#[redacted]), it appears that the mistake was on our end. There was a miscommunication with the manufacturer, and the wheel should not have been sent out. To correct this error, we have refunded the cost of the wheel to the [redacted]'s credit card. For future reference,...

please see the attached Ground Up policies.

We are unfortunately at the mercy of the Brake company ,they parts the customer is looking for were on backorder and was told will be shipping first week of June , I will refund shipping today .

Complaint: [redacted]
I am rejecting this response because:
You must not have done your research to well, The order was suppose to be on my doorstep May 26th not May 27th and I guess you are missing the whole point your company did not make any attempt to contact me and let me know there was an issue with my order and it was just put on hold and not delivered when it was suppose to be! On May 21st when I placed the order. Clearly you did not answer not one question as to why I did not receive an email or phone call? And why a representative would hang up the phone before completing transaction?? If I didn't call myself I would have never received my order at all. Poor Service on your company. The representative told me clearly on the phone I should have received an email from the company that my order was on hold. 
Sincerely,
[redacted]

Tell us why here This customer received store credit ,and when he called the customer service rep he spoke with is no longer here and did not tell appropriate person that customer wanted a refund ,I'm sending customer a check in the mail today. Any other question please feel free to contact...

me.                   T[redacted]            Sales manager

From: Theresa D[redacted] [mailto:[redacted]] Sent: Wednesday, October 11, 2017 4:28 PM To: '[redacted] Subject: RE: [redacted]   We told this customer when he called to send it back and we would refund him. Instead he did a [redacted] claim once he does a [redacted]...

[redacted] claim there is nothing I can do until it is settled

customer called on 5/8/17 looking for his part ,told him that the vendor never received the purchase order we would send again he just wanted to cancel ,on 5/9 the cost of the part was refunded he then called and asked about shipping which I gave to the pay pal dept to refund shipping, we don't know...

if the customer received his part or not until they  call as soon as he called we took care of it

According to our records, [redacted] ordered au[redacted]otive
restoration parts on our web store. The order was processed on 6/18/14 and
shipped...

6/19/14. On 6/20 as he states the order was cancelled but it had
already shipped.
[redacted] was advised we would send [redacted] to call tag his
items. Once we have the items back we would refund his purchase. [redacted] has made
3 attempts already to pick up the items and all times they were made
unavailable (see tracking info below).   
Once the items are returned we will issue a refund promptly.
 
Travel History
         
             
Date/Time
Activity

Location


 - 

 
7/10/2014  -  Thursday


4:54 pm

Delivery exception



[redacted]



Cus[redacted]er not available or business closed


9:44 am

On [redacted] vehicle for delivery



[redacted]



 - 

 
7/09/2014  -  Wednesday


5:21 pm

Delivery exception



[redacted]



Cus[redacted]er not available or business closed


8:45 am

On [redacted] vehicle for delivery



[redacted]



 - 

 
7/08/2014  -  Tuesday


4:59 pm

Delivery exception



[redacted]



Cus[redacted]er not available or business closed


10:14 am

On [redacted] vehicle for delivery



[redacted]


4:38 am

At local [redacted] facility