Jimmy's Air Conditioning and Heating

The customer bought a ski set up on January 31st for his girlfriend.  They were in the store and tried on a few...

different pairs of boots and decided on the pair they purchased.  She had the boots on for about 20 minutes in the store making sure they fit correctly.  The pair of skis they purchased were the Volkl RTM 7.4 in the size 149cm.  This particular pair of skis is often used as a rental ski for any ski area that rents Volkl skis.  It is a beginner ski that is good for men and women.  This was explained to the customer when they purchased the skis.  The bindings that they purchased were the Marker EPS 10.0.  When we were first showing them bindings options we did not have those on display.  Volkl is owned by Marker and if Marker bindings are put on Volkl skis it extends the warranty for the skis by an extra year.  Once we realized we did still have a pair of the Marker EPS bindings in stock, we then made the recommendation that those would be the best option for them and the customer agreed .   We set up the skis right away for them and they were very happy on the package price we gave them. 
Over a month later on March 5th and March 6th [redacted] posted on our Facebook page three extremely inappropriate posts that he took the skis to a different store and all of a sudden over a month later he was now not happy with his purchase from us.  On Sunday March 8th he called the store and asked to speak to me - I was not in the store at the time.  On Monday March 9th the next morning I received the message that he called and I called him first thing on that morning.  He did not answer so I left him a message to call me back at the store.  We did not notice his Facebook posts until after I tried calling him back on the 9th.  He did not call back until almost a month later on March 29th- I was not in on the 29th  when he finally did call back so I tried calling him back that next Monday again with no answer.  I haven’t received any calls back from him since.
 
He stated that he was told by the other shop that the skis were tuned improperly.  Every and any ski that is sold from any company comes with the edges tuned and the skis waxed by the company that makes those skis.  If you buy new skis from ANY ski manufacture those ski are made and shipped from the manufacture to the stores being already tuned (sharp edges and a waxed base). 
 
[redacted] NEVER has made any attempt to bring the skis back to my store or have them shipped back to my store.  They skied on the skis for over a month and have had the skis for over 2 months up to this point.
 
I have made several attempts to get ahold of [redacted] right away after he called.  He has made only one attempt to call back which was another month after I tried calling him back and never emailed me or called again after my calls to him.  He would have also had our email because it on our receipt. 
 
1.       I’ve made several attempts to call [redacted] and he hasn’t taken my call.
2.       We worked with the customer for a long time in the store when the purchase was made.
3.       The customer knew exactly what they were getting, they had the boots on for 20 minutes in the store and they chose to make the purchase.
4.       I 100% stand by what gear was sold to the customer and it is the correct gear.
5.        The customer has made NO attempts to bring the skis in.
6.       If the boots didn’t fit the customer they have made NO attempts to have us correct the boot for them.
7.       We are open 7 days a week so it is convenient for a customer to come into the store.   
8.       The customer has NEVER tried to contact us by email.  I do not have his email to contact him either.
 
Hopefully this helps explain the situation on our end.  We are 100% committed to customer service and that is our number one priority.  As hard as we try it is sad that you can’t please everyone.
 
Please let me know if you need anything else!
 
Sincerely,
 
[redacted]
The Board Shop
[redacted]
[redacted]

Revdex.com:
I have added all of my responses in RED below.  Please let me know what additional material is needed to further this process.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The customer bought a ski set up on January 31st for his girlfriend.  They were in the store and tried on a few different pairs of boots and decided on the pair they purchased.  She had the boots on for about 20 minutes in the store making sure they fit correctly.  The pair of skis they purchased were the Volkl RTM 7.4 in the size 149cm.  This particular pair of skis is often used as a rental ski for any ski area that rents Volkl skis.  It is a beginner ski that is good for men and women.  This was explained to the customer when they purchased the skis.  The bindings that they purchased were the Marker EPS 10.0.  When we were first showing them bindings options we did not have those on display.  Volkl is owned by Marker and if Marker bindings are put on Volkl skis it extends the warranty for the skis by an extra year.  Once we realized we did still have a pair of the Marker EPS bindings in stock, we then made the recommendation that those would be the best option for them and the customer agreed .   We set up the skis right away for them and they were very happy on the package price we gave them.
We did not have the boots for more than 2 minutes prior to selection.  I had asked the representative for full assistance with proper sizing because I knew nothing regarding equipment that I was purchasing.  [redacted] was not present in the store so he was not there to view the matter.  The representative first showed me a pair of Salomon bindings that I had selected.  He later insisted that I purchase the pair of Marker bindings that were on display.  I was hesitant especially because they were a display item in which he actually unscrewed from the shelf he had mounted them to.  When setting up the ski's they actually improperly mounted the bindings missing pieces.  I have attached a picture here as well.  They were installed without the third screw or toe part to the binding and were both missing this piece.
 
Over a month later on March 5th and March 6th [redacted] posted on our Facebook page three extremely inappropriate posts that he took the skis to a different store and all of a sudden over a month later he was now not happy with his purchase from us.  On Sunday March 8th he called the store and asked to speak to me - I was not in the store at the time.  On Monday March 9th the next morning I received the message that he called and I called him first thing on that morning.  He did not answer so I left him a message to call me back at the store.  We did not notice his Facebook posts until after I tried calling him back on the 9th.  He did not call back until almost a month later on March 29th- I was not in on the 29th  when he finally did call back so I tried calling him back that next Monday again with no answer.  I haven’t received any calls back from him since.
My posts which I will include were extremely appropriate and were factual based on the service provided.  Prior to the posts I had called to store to ask for [redacted] and he was on vacation.  Upon his return he called once and it was not prompt and in fact it was almost two days after his return.  It was the sole attempt made to reach me.  I have the voice mail of his attempt saved and can include call records.
 
He stated that he was told by the other shop that the skis were tuned improperly.  Every and any ski that is sold from any company comes with the edges tuned and the skis waxed by the company that makes those skis.  If you buy new skis from ANY ski manufacture those ski are made and shipped from the manufacture to the stores being already tuned (sharp edges and a waxed base). 
 
[redacted] NEVER has made any attempt to bring the skis back to my store or have them shipped back to my store.  They skied on the skis for over a month and have had the skis for over 2 months up to this point.
I live in the Chicago land area and do not have the luxury of making 1.5 hours trips to this store.  I have a demanding career and would need a scheduled appointment to visit the store.  From my experience in attempts to call [redacted] he has been out multiple weeks on vacation or has stepped out and I cannot afford this trip without him being there.
 
I have made several attempts to get ahold of [redacted] right away after he called.  He has made only one attempt to call back which was another month after I tried calling him back and never emailed me or called again after my calls to him.  He would have also had our email because it on our receipt. 
Again, he has only made one attempt at a return call. When I finally spoke with him yesterday he spent 30 minutes arguing my experience before making an attempt to offer any consolation or even seek to understand what happened.  He offered a refund only if I would remove my initiation with the Revdex.com and facebook post. The other ski shop I visited which indicated what had happened made no attempt to sell any items to me and only let me know what occurred and suggested I reach out to [redacted].  [redacted] proceeded to call them liars yesterday on the phone.
 
1.       I’ve made several attempts to call [redacted] and he hasn’t taken my call.
[redacted] made one attempt to return my call vs. my 7-8 attempts to call him and I will provide phone records.
2.       We worked with the customer for a long time in the store when the purchase was made.
His representative spent merely 5 minutes back and forth with me and did not actually consult on the product other than insuring me that it was the correct product
3.       The customer knew exactly what they were getting, they had the boots on for 20 minutes in the store and they chose to make the purchase.
Once again I knew nothing about ski equipment prior to entry into the store and made the associate aware of this and did NOT know what I was getting
4.       I 100% stand by what gear was sold to the customer and it is the correct gear.
The other ski shop noted that they would actually be happy to speak on my behalf about the incorrect gear sold to me
5.        The customer has made NO attempts to bring the skis in.
6.       If the boots didn’t fit the customer they have made NO attempts to have us correct the boot for them.
7.       We are open 7 days a week so it is convenient for a customer to come into the store.   
Once again I live 1.5 hours from this store and had visited due to the trip I had made to the area
8.       The customer has NEVER tried to contact us by email.  I do not have his email to contact him either.
[redacted] did not ask for any email contact no did he attempt to contact me more than once
 
Hopefully this helps explain the situation on our end.  We are 100% committed to customer service and that is our number one priority.  As hard as we try it is sad that you can’t please everyone.
[redacted] is slow to or does not return calls, he is not committed to service, other reviews on both yelp and google are indicative of this same experience.  He did not seek to understand or display empathy for what had occurred and instead counseled me on my reviews and asked that I remove him for him to issue and consolation or refund
 
Please let me know if you need anything else!
 
Sincerely,
 
[redacted]
[redacted]
[redacted]
[redacted]
Regards,
[redacted]

[redacted] is a friend of one of my best friends. [redacted] has serviced my rental property several times and the cost has always been very reasonable. He is effective and has even made weekend calls with no fuss. At this point, he is pretty much the only guy I will call.

[redacted] is a friend of one of my best friends. [redacted] has serviced my rental property several times and the cost has always been very reasonable. He is effective and has even made weekend calls with no fuss. At this point, he is pretty much the only guy I will call.