Interstate All Battery Center

March 18, Dear Revdex.com,In response to the complaint filed against us, ID [redacted] , Interstate All Battery Center would like to clarify some of the problems experienced by our customerWe proudly stand behind our national warranty and as such replaced this battery at no chargeThe warranty offered on the battery covers the product only, not the labor of installationIt is the preference of the customer if they wish to have us install their batteryIf they so choose for us to complete the task, they are advised prior that there is a $installation feeIn no way do we require the customer to have us install the battery in order to complete the warranty.As far as keeping customer information in our “database” to maintain the warranty information, our “database” that was used to generate this customer’s receipt is not capable to enter the name of each individualWe advise customers to maintain their own records if they wish, but if they do not have them in a warranty situation we can easily refer to the date code that is hot stamped into the case of the batteryWe accept warranties on any of our batteries, regardless of where in the United States they are purchased, so a receipt from our location is not a requirement to complete a transaction.In the complaint the customer referenced that the battery was entered as months old instead of months oldThis was a clerical error we were not aware of until the customer phoned us after the transactionWhile we do recognize that this was a mistake on our part, it did not affect the outcome of his warranty and we would have gladly adjusted his receipt to show the accuracy if it had been brought to our attention at the timeAs far as warranty specifics, we advise our customers that the terms are stated on the battery label, on our corporate website interstatebatteries.com, and provide an explanation from our salesperson at the time of purchaseShould the customer require additional information or explanation we are always glad to provide that.We do wish that the customer had a more pleasant experience with Interstate All Battery CenterWe pride ourselves on providing excellent service and would like to think we have had success with that in the almost years that this location has been in operationOur employees average years of Service with this business and we are confident in them providing an educated representation of our business.Thank you, Enterstate All Battery Center

Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: *** *** Owner
Contact Phone: XXXXXXXXXX
Contact Email: ***@iabcmo.com
Mr*** (***) contacted our store a number of times regarding a battery for his Ferrari Our reference guide indicates only
one possible replacement battery, our model MT7-34R This is a premium battery; as such it does have a higher cost (retail is $254.95) The indicates group size, the r indicates reverse polarity This is the ONLY battery we carry that is the proper group size and proper polarity for his vehicle
My understanding is that Mr*** wanted something less expensive and asked about a "regular" group battery We do carry a battery in that size which retails for $ He was warned, however, that this battery is not recommended for his vehicle and it also did not have the reverse polarity that our guidebook says is required He wanted a price, and was quoted $but again cautioned that is was not the recommended battery
On October 6, 2015, Mr*** again called the store and stated that he wanted to purchase the battery His conversation with my salesperson indicated he wanted the recommended battery, the MT7-34R We do not usually carry this battery in our store, so we sent someone to pick one up from our warehouse When we called Mr*** to tell him the battery was available, he asked "which one?" When told it was the MT7-34R he indicated that he did not want that battery and instead wanted the "cheaper" one It was again explained that this was not the recommended battery but Mr*** insisted that he wanted the "cheaper" battery and indicated his wife would come to pick it up
Up to this point all communication with Mr*** was with various members of my sales staff However, I was present when Ms*** (***) came to pick the battery up the afternoon of October 6, I spoke with *** directly and informed her it was not the recommended battery but her husband was insistent on purchasing it anyway She asked why it wasn't recommended and it was explained to her that the technology of the battery was different due to the requirements of their Ferrari and that the polarity is not correct She asked if it would fit I told her that dimensionally it would fit, but would either have to be turned around, or if the cables were long enough it could, in theory, work I did state numerous times that it was not the recommended battery and that it was also explained to her husband Her reply was essentially that there is no arguing with him and she was just doing what he asked
Ms*** returned to the store on October 12, with the original Ferrari battery and the incorrect battery she purchased She was quite agitated and rude to my staff She attempted to make things personal by pointing out individuals and belittling them I was in Atlanta, GA for business at the time, but my wife and store operations manager, ***, was present Upon hearing the commotion from Ms*** , she came out front to try and settle things It was explained again that the only way to get the proper polarity was to purchase the MT7-34R At this point, Ms*** essentially lost control and was beyond being able to reason with She continued to be insulting and degrading As it is our right to refuse service to anyone, *** decided to refund Ms***'s money and end the discussion
Ms*** did not have her receipt and refused to provide her last name so we could look it up on our system At this time *** chose to simply give Ms*** a cash refund of $and get her out of the store
*** brought out the cash along with a short statement for Ms*** to sign indicating she received the money Ms*** then stated, "You mean you're not going to sell me a battery?" to which *** replied "Yes, that's what I'm telling you." Ms*** stated, "I'm not signing anything" and continued her rant on the sales associate Ms*** was then asked to stop yelling and leave the store Ms*** then took the cash from the counter for her refund and put it in her wallet, but did not sign the receipt
Ms*** then stated that she has a "big online presence" as a blogger and would express her dissatisfaction every place she could She then quickly headed to the front of the store, picked up a battery and said, "I'm just going to go someplace else and return this" and hurriedly exited the store At first we thought she took our battery, but soon realized that she only had her original core as another one of our associates had already taken the new battery back to the sales rack and left her old one behind
What Ms*** doesn't know is that the entire incident of October is recorded on our security cameras I would be happy to provide a copy for your review It is video only (no audio), but clearly demonstrates not only Ms***'s level of hostility, but also the way my staff continued to handle her in a calm and professional manner Also captured is her placing the cash into her wallet and purse and running out with her battery
At this point, if Ms*** files a dispute with her credit card but continues to insist she did not receive a cash refund, she will be prosecuted for theft I would also note that I am considering referring this matter to my attorney for libel and slander action based on her online statements in Yelp and to whomever else she has spread her story
I would also add that *** is one of our sales associates, he is years old and is certainly not married to *** My wife and I are in our late 40's *** was not present for the incident of October as he was with me in Atlanta at the time
*** ***
Owner, Interstate All Battery Center
Final Business Response /* (4000, 15, 2015/11/03) */
Revdex.com Surrebuttal
I stand by each and every statement made in my original response I would, however, add the following:
When Ms*** was in the store on October 12, she did not have her receipt and she refused to give us her name so we could look up the sale in our system As such, we made an educated guess as to what she was owed and gave her the cash refund of $ After she left the store we were able to track down her purchase in our system It turns out we should have given Ms*** $ At that time we contacted Ms*** and told her the remaining $would be at our front counter and she could pick it up and sign a receipt indicating the cash refund She told the sales associate that she refused to come back to the store Her $is still up front waiting for her
I have not pursued contacting her further regarding the $as she indicated she was going to dispute the matter with her credit card company I am also unsure if she agrees that she did in fact receive the $ I have no issue mailing the remainder to the address listed on her Revdex.com complaint form and will do so upon the Revdex.com recommendation
Our security system has always been video only I agree that adding audio would be quite convenient, however it is cost prohibitive as the system is meant strictly for security, not surveillance
Our "Battery Application Guide" provided by our Interstate distributor lists what batteries are appropriate replacements for vehicles Again, for her Ferrari, only one battery is listed as a proper replacement, MT7-34R I understand that another Interstate dealer sold Ms*** a battery that fit her vehicle with the proper polarity While I am happy that she was able to find a battery that worked, it is still not the recommended replacement I was not willing to risk my reputation and business on selling an improper battery If there would be any damage as a result of using the wrong battery, I would not want to be subject to that liability Not all battery dealers would abide by the guidebook, I do
As far as Ms***'s point on the battery not being reverse polarity; as stated in the original response I personally told Ms*** face to face that the polarity was not correct She only asked if this battery would leak if it got a hole in it (as the recommended battery (MT7-34R) generally will not) I emphasized that the incorrect battery would physically fit in the battery compartment, but it would either have to be installed backwards or could make connection if the battery cables were long enough She was repeatedly advised this was not the recommended replacement battery
Finally, Ms*** seems to want a call from one of our employees, *** I am not sure why she feels the need to speak to this one particular employee but I have instructed my staff that the only persons that may speak with Ms*** are myself (***) or my wife *** If Ms*** wants a call from either of us, we would be happy to do it
*** ***
Owner
Interstate All Battery Center

Happy to have my general manager have a look at the battery in question Thread problems like this are almost always from a loose connection that overheats the thread and causes damage to the thread Store manager acted correctly and will not be issuing an apology Will most likely
issue a refund or replace battery Contact Howard at ***

Initial Business Response /* (1000, 5, 2015/10/26) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@iabcmo.com
Mr. [redacted]) contacted our store a number of times regarding a battery for his 1995 Ferrari. Our reference guide indicates only...

one possible replacement battery, our model MT7-34R. This is a premium battery; as such it does have a higher cost (retail is $254.95). The 34 indicates group size, the r indicates reverse polarity. This is the ONLY battery we carry that is the proper group size and proper polarity for his vehicle.
My understanding is that Mr. [redacted] wanted something less expensive and asked about a "regular" group 34 battery. We do carry a battery in that size which retails for $121.95. He was warned, however, that this battery is not recommended for his vehicle and it also did not have the reverse polarity that our guidebook says is required. He wanted a price, and was quoted $110.00 but again cautioned that is was not the recommended battery.
On October 6, 2015, Mr. [redacted] again called the store and stated that he wanted to purchase the battery. His conversation with my salesperson indicated he wanted the recommended battery, the MT7-34R. We do not usually carry this battery in our store, so we sent someone to pick one up from our warehouse. When we called Mr. [redacted] to tell him the battery was available, he asked "which one?" When told it was the MT7-34R he indicated that he did not want that battery and instead wanted the "cheaper" one. It was again explained that this was not the recommended battery but Mr. [redacted] insisted that he wanted the "cheaper" battery and indicated his wife would come to pick it up.
Up to this point all communication with Mr. [redacted] was with various members of my sales staff. However, I was present when Ms. [redacted]) came to pick the battery up the afternoon of October 6, 2015. I spoke with [redacted] directly and informed her it was not the recommended battery but her husband was insistent on purchasing it anyway. She asked why it wasn't recommended and it was explained to her that the technology of the battery was different due to the requirements of their Ferrari and that the polarity is not correct. She asked if it would fit. I told her that dimensionally it would fit, but would either have to be turned around, or if the cables were long enough it could, in theory, work. I did state numerous times that it was not the recommended battery and that it was also explained to her husband. Her reply was essentially that there is no arguing with him and she was just doing what he asked.
Ms. [redacted] returned to the store on October 12, 2015 with the original Ferrari battery and the incorrect battery she purchased. She was quite agitated and rude to my staff. She attempted to make things personal by pointing out individuals and belittling them. I was in Atlanta, GA for business at the time, but my wife and store operations manager, [redacted], was present. Upon hearing the commotion from Ms. [redacted] , she came out front to try and settle things. It was explained again that the only way to get the proper polarity was to purchase the MT7-34R. At this point, Ms. [redacted] essentially lost control and was beyond being able to reason with. She continued to be insulting and degrading. As it is our right to refuse service to anyone, [redacted] decided to refund Ms. [redacted]'s money and end the discussion.
Ms. [redacted] did not have her receipt and refused to provide her last name so we could look it up on our system. At this time [redacted] chose to simply give Ms. [redacted] a cash refund of $121.30 and get her out of the store.
[redacted] brought out the cash along with a short statement for Ms. [redacted] to sign indicating she received the money. Ms. [redacted] then stated, "You mean you're not going to sell me a battery?" to which [redacted] replied "Yes, that's what I'm telling you." Ms. [redacted] stated, "I'm not signing anything" and continued her rant on the sales associate. Ms. [redacted] was then asked to stop yelling and leave the store. Ms. [redacted] then took the cash from the counter for her refund and put it in her wallet, but did not sign the receipt.
Ms. [redacted] then stated that she has a "big online presence" as a blogger and would express her dissatisfaction every place she could. She then quickly headed to the front of the store, picked up a battery and said, "I'm just going to go someplace else and return this" and hurriedly exited the store. At first we thought she took our battery, but soon realized that she only had her original core as another one of our associates had already taken the new battery back to the sales rack and left her old one behind.
What Ms. [redacted] doesn't know is that the entire incident of October 12 is recorded on our security cameras. I would be happy to provide a copy for your review. It is video only (no audio), but clearly demonstrates not only Ms. [redacted]'s level of hostility, but also the way my staff continued to handle her in a calm and professional manner. Also captured is her placing the cash into her wallet and purse and running out with her battery.
At this point, if Ms. [redacted] files a dispute with her credit card but continues to insist she did not receive a cash refund, she will be prosecuted for theft. I would also note that I am considering referring this matter to my attorney for libel and slander action based on her online statements in Yelp and to whomever else she has spread her story.
I would also add that [redacted] is one of our sales associates, he is 21 years old and is certainly not married to [redacted]. My wife and I are in our late 40's. [redacted] was not present for the incident of October 12 as he was with me in Atlanta at the time.
[redacted]
Owner, Interstate All Battery Center
Final Business Response /* (4000, 15, 2015/11/03) */
Revdex.com Surrebuttal
I stand by each and every statement made in my original response. I would, however, add the following:
When Ms. [redacted] was in the store on October 12, she did not have her receipt and she refused to give us her name so we could look up the sale in our system. As such, we made an educated guess as to what she was owed and gave her the cash refund of $121.50. After she left the store we were able to track down her purchase in our system. It turns out we should have given Ms. [redacted] $126.22. At that time we contacted Ms. [redacted] and told her the remaining $4.72 would be at our front counter and she could pick it up and sign a receipt indicating the cash refund. She told the sales associate that she refused to come back to the store. Her $4.72 is still up front waiting for her.
I have not pursued contacting her further regarding the $4.72 as she indicated she was going to dispute the matter with her credit card company. I am also unsure if she agrees that she did in fact receive the $121.50. I have no issue mailing the remainder to the address listed on her Revdex.com complaint form and will do so upon the Revdex.com recommendation.
Our security system has always been video only. I agree that adding audio would be quite convenient, however it is cost prohibitive as the system is meant strictly for security, not surveillance.
Our "Battery Application Guide" provided by our Interstate distributor lists what batteries are appropriate replacements for vehicles. Again, for her Ferrari, only one battery is listed as a proper replacement, MT7-34R. I understand that another Interstate dealer sold Ms. [redacted] a battery that fit her vehicle with the proper polarity. While I am happy that she was able to find a battery that worked, it is still not the recommended replacement. I was not willing to risk my reputation and business on selling an improper battery. If there would be any damage as a result of using the wrong battery, I would not want to be subject to that liability. Not all battery dealers would abide by the guidebook, I do.
As far as Ms. [redacted]'s point on the battery not being reverse polarity; as stated in the original response I personally told Ms. [redacted] face to face that the polarity was not correct. She only asked if this battery would leak if it got a hole in it (as the recommended battery (MT7-34R) generally will not). I emphasized that the incorrect battery would physically fit in the battery compartment, but it would either have to be installed backwards or could make connection if the battery cables were long enough. She was repeatedly advised this was not the recommended replacement battery.
Finally, Ms. [redacted] seems to want a call from one of our employees, [redacted]. I am not sure why she feels the need to speak to this one particular employee but I have instructed my staff that the only persons that may speak with Ms. [redacted] are myself ([redacted]) or my wife [redacted]. If Ms. [redacted] wants a call from either of us, we would be happy to do it.
[redacted]
Owner
Interstate All Battery Center

I guess we agree to disagree on what caused the issue, I'm disappointed in the response. Store agreed to reimburse me for the cost of the battery that was less than one month old. Mail check to my home address. I cannot return the battery as another supplier assisted with the replacement.

March 18, 2015
Dear Revdex.com,In response to the complaint filed against us, ID [redacted], Interstate All Battery Center would like to clarify some of the problems experienced by our customer. We proudly stand behind our national warranty and as such replaced this battery at no charge. The...

warranty offered on the battery covers the product only, not the labor of installation. It is the preference of the customer if they wish to have us install their battery. If they so choose for us to complete the task, they are advised prior that there is a $10.00 installation fee. In no way do we require the customer to have us install the battery in order to complete the warranty.As far as keeping customer information in our “database” to maintain the warranty information, our “database” that was used to generate this customer’s receipt is not capable to enter the name of each individual. We advise customers to maintain their own records if they wish, but if they do not have them in a warranty situation we can easily refer to the date code that is hot stamped into the case of the battery. We accept warranties on any of our batteries, regardless of where in the United States they are purchased, so a receipt from our location is not a requirement to complete a transaction.In the complaint the customer referenced that the battery was entered as 7 months old instead of 5 months old. This was a clerical error we were not aware of until the customer phoned us after the transaction. While we do recognize that this was a mistake on our part, it did not affect the outcome of his warranty and we would have gladly adjusted his receipt to show the accuracy if it had been brought to our attention at the time. As far as warranty specifics, we advise our customers that the terms are stated on the battery label, on our corporate website interstatebatteries.com, and provide an explanation from our salesperson at the time of purchase. Should the customer require additional information or explanation we are always glad to provide that.We do wish that the customer had a more pleasant experience with Interstate All Battery Center. We pride ourselves on providing excellent service and would like to think we have had success with that in the almost 40 years that this location has been in operation. Our employees average 20 years of Service with this business and we are confident in them providing an educated representation of our business.Thank you, Enterstate All Battery Center