Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @adelmantravel.com The individual did attempt to book the airline tickets on our website and the screen shots that she provided were the quoted price not a confirmation of bookingAirlines change the prices constantly and the reason it was booked by one of our agents is because of that reason you send your order thru online and if everything is complete receive a confirmation this did not happen a price change occurred and was placed in a Q for an agent to ticket which is why she received the first phone call where the agent asked if she did want to purchase the tickets or if she would want them voided to avoid the higher priceShe argued with the agent that they were purchased and she wanted at lower price so a manager called to once again explain the situation but she told individual she was busy and would call back she was advised that the void had to been processed in the same day to avoid charges on her cardShe called late in the evening again demanding to have the tickets at a fare that was no longer available and to talk to a supervisorI called her back at that time and once again explained the situation and did tell her that if a confirmation had been issued we would be more than happy to stand by the price but that was not the case and we would need to voidShe became belligerent and threatened to drag our name thru the mud I'm assuming thinking I would cave and change my mindAll phone conversations are recorded and I did remind her of that and told her to have a nice eveningI was never rude or provided bad customer service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) When a consumer buys something online, selects the product, puts in their personal information, card information, and hits the purchase buttonWe believe that we have purchased that product for that priceI believe it is WRONG to find out through an email later on that the price has been changedWhat if I did not check my email for a day or twoI would have been stuck with airline tickets for almost three times the priceTHAT IS A RIP OFF TO ALL CONSUMERS! I understand that airline prices change constantlyI have purchased hundreds of airline ticketsIn my experience, I have only had one incident where the price changedI called the airline and explained the situation, and while demonstrating excellent customer service, they apologized for the inconvenience an sold me the ticket for the price I purchased it for That's why I called the first timeTo just let them know what happened and give them a chance to make it rightI did not ask for a lower price, I asked for the price that I purchased the tickets at! When this did not happen, so I asked for a manager The employee said a manager would call me back around or amI made myself available during that timeI waited all day and no callSo when a manager did call me back that eveningYes, I was busy having dinner with my family and did not choose to get into a conversation at that timeShe did say that she would be there until 10pm that nightSo, I ate with my family and called her back a few hours later But, when I called, she was not thereSo, I left a messageShe did call me backShe was very rudeThank goodness for the recordings! And yes, after all of this I became angryI have never been treated so poorly by a businessInstead of "dragging their name through the mud", I decided to file a complaint with the Revdex.comThis is the proper way, to let a business know that you are unsatisfied with the way they do business All I am asking for is the product that I purchased at the price that I purchased it forNothing less, nothing moreAll customers should be aware of how this company does businessThey should know that even though they purchase something through this website, and walk away....that the company can choose to increase the price by sending you your itinerary with the price change at the bottom What if I didn't check my email? What if I didn't read the whole message all the way to the bottom? This is bad business and very fraudulentMost people purchase an item and never think about it againThey trust that the price they bought it at will be the final price That's how most companies operateIt is just proper businessAnd when something out of the ordinary does happen, and the customer was not at fault and is unsatisfied, a competent manager would have used their resources to fix the problem The public should know about how this operates and how their managers and customer service is lacking before they do business with themI wish I would have knownI wish someone warned me! Final Business Response / [redacted] (4000, 9, 2015/12/10) */ If product had indeed been purchased the screen shot would be of the purchase confirmation and not of a quoted priceAll online booking tools (whether it be a booking tool or the airlines direct site) have a price quote that pops up and when submitted will come back with confirmationAnd had that been what was presented to us the answer would have been completely correctAn agent was only involved because the airline fare came back to as unavailable - all phone calls have been monitored and the agents responded each time as procedures dictateThat the class of service was not available that the quote provided, did a new search need to be conducted or would the tickets need to be voidedThey were voided and no fees where chargedWe can only price and sell at what the airline provides us with Final Consumer Response / [redacted] (4200, 11, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've never purchased anything online for a "quoted" price, put in my information, agree to terms of service, purchase, and then have it change so drastically(With the exception of the other airline who went above and beyond to make it right) When you agree to the price and the terms of service there is an expectation that this is the price you are payingHow devious is this to out a product out there for a price and then once it is bought and paid for, dramatically increase the price? Without warning?!?! The response says an agent only got involved because the fare came back unavailable....how about a phone call to let the customer know that what they purchased is unavailable? Or that it is available just at triple the price? Or an email like most companies send out that says it is out if stock or unavailable? I don't believe it is ethical to just let it slide and assume that the customer wants to pay an extra $Or sneak it in at the very bottom of the interneraryThat is horrendous! Very dubiousPeople should be warned about these practices!
Complaint: [redacted] I am rejecting this response because: For one I stated I never received this warranty information from Ford or Cal-Tex; and on fading/ how faded should it be before reporting!? Very light fading is normal, but it continued and got worse so that is whyI finally reported itI first noticed the area earlier, but it was not bad yet? Also the quote the Rep sent to Revdex.com was not complete The quote finished by saying "or it may impact coverage of the Limited Warranty" !!?? I thought under the circumstances, new car, interior/exterior protection plan purchased, reported as soon as fading was noticed not normal, there should be no problem getting this covered; but I understand clearly this company is making money and staying in business doing business the shady way by saying " Oh sorry you didn't read the fine print!!??? Just not right! Regards, [redacted]
We truly sympathize with Mr [redacted] A claim was filed on 2/3/for fading and leather rubbed off of the driver seat bolsterWhile fading leather is a covered provision under the warranty, there is a filing time limitI have attached a copy of the terms and conditions of the product warranty purchased by Mr [redacted] in July of Please refer to section VYour Responsibilities B) “Upon noticing a stain or damage to Your interior or exterior Treated Surfaces, contact Cal-Tex immediately, but in no event later than thirty (30)days .) Should damage occur in the future, please contact us immediately upon noticing We look forward to serving you in the futureThe CalTex Team
Ms [redacted] filed a claim for rust spots all over her car on 6/15/ Our Claims representative requested photos of the damage because surface rust is not a covered provision and we wanted to ensure the type of damage prior to denying the claim.Upon receipt of the photos on 6/16/ it became apparent that the damage was not a covered provision as they reflected chipping, bubbling and peeling of the paint.Both the paint and rust portions of Ms [redacted] ’s warranty lists the following as exclusions: “ ..stone abrasion, chipping, peeling, crazing, spotting, separating ”The photos provided did reflect rust however that rust was a result of exposed metal due to missing paint not a result of inside out rust Our rust warranty covers inside out rust in the areas in which our product was applied.In addition, Ms [redacted] ’s warranty requires that she notify Cal-Tex within days of the damage occurring The damage was report to have been notice days prior to a claim being filed.We understand and sympathize with Ms [redacted] unfortunately however, the damages reported do not fall within the scope of the paint or rust portions of her warranty
We are very sorry to hear about the incurred damages to Mr [redacted] Nissan Armada Unfortunately, the product and subsequent warranty Mr [redacted] purchased did not include rust protection I have attached a copy of the product warranty Mr [redacted] purchased for your reviewWe are in the process of assisting Mr [redacted] with the removal of the paint over-spray as it is a covered provision under the product warranty purchased 8/27/Thank you, The CalTex Team
Complaint: ***
I am rejecting this response because: coverage clearly states against fading which it did first and loss of gloss which it did second states oxidation covered which it did 3rd once all these covered conditions occurred it turned to rust next step will be holes in roof.So covered items and denied painting to fix problem? This is on the roof of vehicle with no way to see roof only reason I found it I was feet away at dinner on a second floor restaurant and noticed it. This needs painting to correct the oxidation fading and loss of gloss which ARE ALL COVERED ITEMS PLEASE DO READ PROVIDED WARRANTY
Regards,
*** ***
We apologize for Mr***’s frustration. Our warranty is written as to cover cracks inches and under. Unfortunately, Mr*** filed a claim for a inch crack. We look forward to serving Mr*** in the future should he have damages covered under the warranty
Thank you, The CalTex Team
Complaint: ***
I am rejecting this response because:RUST WAS END RESULT FIRST IT OXIDIZED WHICH IS COVERED THEN IT FADED WHICH IS COVERED THEN IT LOST ITS GLOSS WHICH IS COVERED FUNNY PART IS THEY OFFER NO RUST PROTECTION SINCE ALL OTHER FACTORS ARE COVERED IT SHOULD NEVER RUST COMMON SENSE PROBLEM IS AREA IS ON ROOF WHICH CAN NOT BE SEEN UNLESS YOUR FOOT TALL SO THEY ARE RESPONSIBLE FOR REPAINTING THE VEHICLE I AM IN CONTACT WITH AN ATTORNEY TO LITIGATE THIS LEGALLY ITS A NO BRAINER IF THEY WOULD READ THEIR OWN CONTRACT THANKYOU
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I will honor the business request for me to contact their Director of Customer Experience. In fact, I just left a voice message for himOct.9 12:PM
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This is more of the same - we're happy to take your money and make all sorts of promises, but when it comes time to make good on those promises the company hides behind a detail buried deep within the Terms and Conditions and simply repeats themselves, doing nothing to actually remedy the situation
Regards,
*** ***
We apologize for Mr*** frustration. Our warranty does not cover discoloration of the chrome, however, it does cover water spotting. We have spoken to Mr*** and a Mobile Technician has been dispatched to assist in remedying the damageShould Mr***
have any questions about his claim or the contents of our product he may reach me at *** *** Senior Manager Claims Customer Service
We do sympathize with Ms*** frustration. Section I Scope of this Limited Warranty is the location of the covered items and aggregate limit per product. Unfortunately, MsBohlan has reached the limit for the Paint portion of her warranty however, should she need to file a claim
for a covered provision under Fabric or Leather we will remedy those areas as we pay all claims that fall within the scope of the individual warranty purchased by our consumers.For your review, I have attached a copy of the Terms and Conditions associated with Ms*** warranty
I apologize for Ms***'s frustration however, our rust warranty covers inside out rust and only in the areas in which our product is applied
Our product is inserted in the pop plugs and drain holes of a vehicleOur rust warranty does not cover the type of rust reflected on Ms***'s car because it is not inside our rust
I have attached two photos for reviewThere is paint missing which has exposed the metal and allowed rust to formAs stated in the warranty under section IIIExceptions To This Limited Warranty: "paint chipping, peeling, crazing, or separating..."
Cal-Tex understands the damage road salt can cause however at the point that the road salt has eaten into the paint it is no longer a covered itemAs stated in the warranty under section IIExceptions To This Limited Warranty: "stone abrasion, chipping, peeling, crazing, spotting, separating..."
Cal-Tex manufactures, distributes and warranties our ResistAll productWe apologize that Ms*** feels the Dealerships Sales person was uninformedWe will reach out to the Dealership to inquire about product/warranty training as needed
The warranty Ms***'s has is a product warranty, ResistAll is applied to the paint, fabric and vinyl/leather of automobiles and therefore is considered non-cancelable or refundable
Ms*** purchased a five year warranty which expires in 9/1/2015, she may contact our Warranty Services department should she have damages that are listed as a covered provision under her warranty
Complaint: ***
I am rejecting this response because: The definitions in this warranty are too vague and are not easy to understandAlso, during my initial call I stated when the damage occurred and the representative never mentioned that it had to be within daysHe simply told me to submit picturesWhy would he tell me to submit pictures if they were out of the time frame? It was a waste of my time and the entire company is uninformed it seemsI paid $dollars for a useless warranty and I understand that warranties are usually non refundable, but as a good will gesture on a warranty that was never once and never will be used , I would accept half of the price back.
Regards,
*** ***
We sympathize with Mr***’s frustration. Our product is not designed to prevent damage from occurring but to prevent them from becoming permanent.The terms and conditions of the warranty read under section VB) “Upon noticing a stain or damage to Your interior or exterior Treated
Surfaces, contact Cal-Tex immediately, but in no event later than thirty (30) days…”. Unfortunately, Mr*** filed a claim on 5/2/stating the stains were noticed on 1/1/2015. I have attached a copy of the terms and conditions for review. We look forward to serving you should you have additional damages that fall within the scope of the warranty.*** ***SrManager of Warranty Services*** *** Office*** Cell*** *** Fax
We acknowledge and regret that our attempts to resolve this customer’s complaint have not been successful We will continue to try to work out a reasonable solutionThat will be possible if there is a willingness on the customer’s part for constructive communication. Unfortunately,his last written response that began, “This Company is a complete scam”, is not very helpful and requires a brief responseOur company is in its thirty second year in businessWe sell our products in over 2,retail outlets in virtually every stateWe are properly registered and operating in good standing in all of those states, including *** ***, the customer’s state of residenceThose 2,retail outlets sell several hundred thousand applications of our products each year. We have very few dissatisfied customers Our products perform well and they are backed by our warranty and consumer guarantee Our customer service claims process is designed to honor all of the specific obligations of our warranties. This customer has filed a claim and we have attempted to make arrangements to repair what we believe to be covered damage He disagrees with our assessment of what coverage applies to his claimWe are attempting to have an independent mobile technician inspect the vehicle to determine what damage is repairable under the warranty coverage and then make those repairs He is requesting, instead, a full refund from us, for what he paid to the independent retail outlet where he purchased our productWe will make every effort to bring this matter to a satisfactory conclusion and recommend for the customer to call our Director of Customer Experience at *** ***
Complaint: ***
I am rejecting this response because: This company is a complete scam! What is the difference between "chipped paint" and "missing paint?" This company absolutely did not offer to send a representative to take care of anythingThat is a complete lie. I submitted photos and heard nothing, after my third attempt to follow up with them and I received a message to call them. When I called I was told they had been attempting to reach me. Again...a complete lie as I work full time from home and never received a message or missed call. When I called I was told that the photos showed issues that are not covered by the plan. As I read the plan I find that to be a complete contradiction from the contents of the contract. I paid $in good faith for coverage that this company is failing to deliver to me. I expect a full refund since this company is refusing to provide the service for which I paid in full. Again....I believe it is important for the Revdex.com to know that this company is flat out refusing to honor its responsibility according to a contract developed by them and sold to me for $755.00. The company is a scam. Again.....what is the difference between "chipped paint" and "missing paint?" I sent this company a photo even though I see no requirement to do so within the contract. This company is a major problem and needs to be investigated immediately. If the Revdex.com will not be investigating I would like to know that as my next step will be to go to the news media for investigative support
Regards,
*** ***
Cal Tex apologizes for Ms. [redacted] frustration, unfortunately we did not receive a letter requesting a refund. Our warranty is a product warranty and our protective coating was applied to Ms. [redacted] paint, fabric and vinyl/leather and therefore cannot be refunded. There are many...
benefits to our product and warranty and we look forward to serving you should you need it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will contact the business by 29 Sep 17.
Regards,
[redacted]
We apologize for Mr. [redacted] frustration. The original claim was processed as a Time Frame Exception as a repair only as the warranty requires notification within thirty days of the damage being noticed. We would like the opportunity to correct the issue cause by the...
repair. We can be reached at [redacted] option 2#. Thank you, The CalTex Team
Initial Business Response / [redacted] (1000, 5, 2015/12/04) */ Contact Name and Title: [redacted] Manager Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @adelmantravel.com The individual did attempt to book the airline tickets on our website and the screen shots that she provided were the quoted price not a confirmation of bookingAirlines change the prices constantly and the reason it was booked by one of our agents is because of that reason you send your order thru online and if everything is complete receive a confirmation this did not happen a price change occurred and was placed in a Q for an agent to ticket which is why she received the first phone call where the agent asked if she did want to purchase the tickets or if she would want them voided to avoid the higher priceShe argued with the agent that they were purchased and she wanted at lower price so a manager called to once again explain the situation but she told individual she was busy and would call back she was advised that the void had to been processed in the same day to avoid charges on her cardShe called late in the evening again demanding to have the tickets at a fare that was no longer available and to talk to a supervisorI called her back at that time and once again explained the situation and did tell her that if a confirmation had been issued we would be more than happy to stand by the price but that was not the case and we would need to voidShe became belligerent and threatened to drag our name thru the mud I'm assuming thinking I would cave and change my mindAll phone conversations are recorded and I did remind her of that and told her to have a nice eveningI was never rude or provided bad customer service Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) When a consumer buys something online, selects the product, puts in their personal information, card information, and hits the purchase buttonWe believe that we have purchased that product for that priceI believe it is WRONG to find out through an email later on that the price has been changedWhat if I did not check my email for a day or twoI would have been stuck with airline tickets for almost three times the priceTHAT IS A RIP OFF TO ALL CONSUMERS! I understand that airline prices change constantlyI have purchased hundreds of airline ticketsIn my experience, I have only had one incident where the price changedI called the airline and explained the situation, and while demonstrating excellent customer service, they apologized for the inconvenience an sold me the ticket for the price I purchased it for That's why I called the first timeTo just let them know what happened and give them a chance to make it rightI did not ask for a lower price, I asked for the price that I purchased the tickets at! When this did not happen, so I asked for a manager The employee said a manager would call me back around or amI made myself available during that timeI waited all day and no callSo when a manager did call me back that eveningYes, I was busy having dinner with my family and did not choose to get into a conversation at that timeShe did say that she would be there until 10pm that nightSo, I ate with my family and called her back a few hours later But, when I called, she was not thereSo, I left a messageShe did call me backShe was very rudeThank goodness for the recordings! And yes, after all of this I became angryI have never been treated so poorly by a businessInstead of "dragging their name through the mud", I decided to file a complaint with the Revdex.comThis is the proper way, to let a business know that you are unsatisfied with the way they do business All I am asking for is the product that I purchased at the price that I purchased it forNothing less, nothing moreAll customers should be aware of how this company does businessThey should know that even though they purchase something through this website, and walk away....that the company can choose to increase the price by sending you your itinerary with the price change at the bottom What if I didn't check my email? What if I didn't read the whole message all the way to the bottom? This is bad business and very fraudulentMost people purchase an item and never think about it againThey trust that the price they bought it at will be the final price That's how most companies operateIt is just proper businessAnd when something out of the ordinary does happen, and the customer was not at fault and is unsatisfied, a competent manager would have used their resources to fix the problem The public should know about how this operates and how their managers and customer service is lacking before they do business with themI wish I would have knownI wish someone warned me! Final Business Response / [redacted] (4000, 9, 2015/12/10) */ If product had indeed been purchased the screen shot would be of the purchase confirmation and not of a quoted priceAll online booking tools (whether it be a booking tool or the airlines direct site) have a price quote that pops up and when submitted will come back with confirmationAnd had that been what was presented to us the answer would have been completely correctAn agent was only involved because the airline fare came back to as unavailable - all phone calls have been monitored and the agents responded each time as procedures dictateThat the class of service was not available that the quote provided, did a new search need to be conducted or would the tickets need to be voidedThey were voided and no fees where chargedWe can only price and sell at what the airline provides us with Final Consumer Response / [redacted] (4200, 11, 2015/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've never purchased anything online for a "quoted" price, put in my information, agree to terms of service, purchase, and then have it change so drastically(With the exception of the other airline who went above and beyond to make it right) When you agree to the price and the terms of service there is an expectation that this is the price you are payingHow devious is this to out a product out there for a price and then once it is bought and paid for, dramatically increase the price? Without warning?!?! The response says an agent only got involved because the fare came back unavailable....how about a phone call to let the customer know that what they purchased is unavailable? Or that it is available just at triple the price? Or an email like most companies send out that says it is out if stock or unavailable? I don't believe it is ethical to just let it slide and assume that the customer wants to pay an extra $Or sneak it in at the very bottom of the interneraryThat is horrendous! Very dubiousPeople should be warned about these practices!
Complaint: [redacted] I am rejecting this response because: For one I stated I never received this warranty information from Ford or Cal-Tex; and on fading/ how faded should it be before reporting!? Very light fading is normal, but it continued and got worse so that is whyI finally reported itI first noticed the area earlier, but it was not bad yet? Also the quote the Rep sent to Revdex.com was not complete The quote finished by saying "or it may impact coverage of the Limited Warranty" !!?? I thought under the circumstances, new car, interior/exterior protection plan purchased, reported as soon as fading was noticed not normal, there should be no problem getting this covered; but I understand clearly this company is making money and staying in business doing business the shady way by saying " Oh sorry you didn't read the fine print!!??? Just not right! Regards, [redacted]
We truly sympathize with Mr [redacted] A claim was filed on 2/3/for fading and leather rubbed off of the driver seat bolsterWhile fading leather is a covered provision under the warranty, there is a filing time limitI have attached a copy of the terms and conditions of the product warranty purchased by Mr [redacted] in July of Please refer to section VYour Responsibilities B) “Upon noticing a stain or damage to Your interior or exterior Treated Surfaces, contact Cal-Tex immediately, but in no event later than thirty (30)days .) Should damage occur in the future, please contact us immediately upon noticing We look forward to serving you in the futureThe CalTex Team
Ms [redacted] filed a claim for rust spots all over her car on 6/15/ Our Claims representative requested photos of the damage because surface rust is not a covered provision and we wanted to ensure the type of damage prior to denying the claim.Upon receipt of the photos on 6/16/ it became apparent that the damage was not a covered provision as they reflected chipping, bubbling and peeling of the paint.Both the paint and rust portions of Ms [redacted] ’s warranty lists the following as exclusions: “ ..stone abrasion, chipping, peeling, crazing, spotting, separating ”The photos provided did reflect rust however that rust was a result of exposed metal due to missing paint not a result of inside out rust Our rust warranty covers inside out rust in the areas in which our product was applied.In addition, Ms [redacted] ’s warranty requires that she notify Cal-Tex within days of the damage occurring The damage was report to have been notice days prior to a claim being filed.We understand and sympathize with Ms [redacted] unfortunately however, the damages reported do not fall within the scope of the paint or rust portions of her warranty
We are very sorry to hear about the incurred damages to Mr [redacted] Nissan Armada Unfortunately, the product and subsequent warranty Mr [redacted] purchased did not include rust protection I have attached a copy of the product warranty Mr [redacted] purchased for your reviewWe are in the process of assisting Mr [redacted] with the removal of the paint over-spray as it is a covered provision under the product warranty purchased 8/27/Thank you, The CalTex Team
Complaint: ***
I am rejecting this response because: coverage clearly states against fading which it did first and loss of gloss which it did second states oxidation covered which it did 3rd once all these covered conditions occurred it turned to rust next step will be holes in roof.So covered items and denied painting to fix problem? This is on the roof of vehicle with no way to see roof only reason I found it I was feet away at dinner on a second floor restaurant and noticed it. This needs painting to correct the oxidation fading and loss of gloss which ARE ALL COVERED ITEMS PLEASE DO READ PROVIDED WARRANTY
Regards,
*** ***
We apologize for Mr***’s frustration. Our warranty is written as to cover cracks inches and under. Unfortunately, Mr*** filed a claim for a inch crack. We look forward to serving Mr*** in the future should he have damages covered under the warranty
Thank you, The CalTex Team
Complaint: ***
I am rejecting this response because:RUST WAS END RESULT FIRST IT OXIDIZED WHICH IS COVERED THEN IT FADED WHICH IS COVERED THEN IT LOST ITS GLOSS WHICH IS COVERED FUNNY PART IS THEY OFFER NO RUST PROTECTION SINCE ALL OTHER FACTORS ARE COVERED IT SHOULD NEVER RUST COMMON SENSE PROBLEM IS AREA IS ON ROOF WHICH CAN NOT BE SEEN UNLESS YOUR FOOT TALL SO THEY ARE RESPONSIBLE FOR REPAINTING THE VEHICLE I AM IN CONTACT WITH AN ATTORNEY TO LITIGATE THIS LEGALLY ITS A NO BRAINER IF THEY WOULD READ THEIR OWN CONTRACT THANKYOU
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I will honor the business request for me to contact their Director of Customer Experience. In fact, I just left a voice message for himOct.9 12:PM
Regards,
*** ***
Complaint: ***
I am rejecting this response because: This is more of the same - we're happy to take your money and make all sorts of promises, but when it comes time to make good on those promises the company hides behind a detail buried deep within the Terms and Conditions and simply repeats themselves, doing nothing to actually remedy the situation
Regards,
*** ***
We apologize for Mr*** frustration. Our warranty does not cover discoloration of the chrome, however, it does cover water spotting. We have spoken to Mr*** and a Mobile Technician has been dispatched to assist in remedying the damageShould Mr***
have any questions about his claim or the contents of our product he may reach me at *** *** Senior Manager Claims Customer Service
We do sympathize with Ms*** frustration. Section I Scope of this Limited Warranty is the location of the covered items and aggregate limit per product. Unfortunately, MsBohlan has reached the limit for the Paint portion of her warranty however, should she need to file a claim
for a covered provision under Fabric or Leather we will remedy those areas as we pay all claims that fall within the scope of the individual warranty purchased by our consumers.For your review, I have attached a copy of the Terms and Conditions associated with Ms*** warranty
I apologize for Ms***'s frustration however, our rust warranty covers inside out rust and only in the areas in which our product is applied
Our product is inserted in the pop plugs and drain holes of a vehicleOur rust warranty does not cover the type of rust reflected on Ms***'s car because it is not inside our rust
I have attached two photos for reviewThere is paint missing which has exposed the metal and allowed rust to formAs stated in the warranty under section IIIExceptions To This Limited Warranty: "paint chipping, peeling, crazing, or separating..."
Cal-Tex understands the damage road salt can cause however at the point that the road salt has eaten into the paint it is no longer a covered itemAs stated in the warranty under section IIExceptions To This Limited Warranty: "stone abrasion, chipping, peeling, crazing, spotting, separating..."
Cal-Tex manufactures, distributes and warranties our ResistAll productWe apologize that Ms*** feels the Dealerships Sales person was uninformedWe will reach out to the Dealership to inquire about product/warranty training as needed
The warranty Ms***'s has is a product warranty, ResistAll is applied to the paint, fabric and vinyl/leather of automobiles and therefore is considered non-cancelable or refundable
Ms*** purchased a five year warranty which expires in 9/1/2015, she may contact our Warranty Services department should she have damages that are listed as a covered provision under her warranty
Complaint: ***
I am rejecting this response because: The definitions in this warranty are too vague and are not easy to understandAlso, during my initial call I stated when the damage occurred and the representative never mentioned that it had to be within daysHe simply told me to submit picturesWhy would he tell me to submit pictures if they were out of the time frame? It was a waste of my time and the entire company is uninformed it seemsI paid $dollars for a useless warranty and I understand that warranties are usually non refundable, but as a good will gesture on a warranty that was never once and never will be used , I would accept half of the price back.
Regards,
*** ***
We sympathize with Mr***’s frustration. Our product is not designed to prevent damage from occurring but to prevent them from becoming permanent.The terms and conditions of the warranty read under section VB) “Upon noticing a stain or damage to Your interior or exterior Treated
Surfaces, contact Cal-Tex immediately, but in no event later than thirty (30) days…”. Unfortunately, Mr*** filed a claim on 5/2/stating the stains were noticed on 1/1/2015. I have attached a copy of the terms and conditions for review. We look forward to serving you should you have additional damages that fall within the scope of the warranty.*** ***SrManager of Warranty Services*** *** Office*** Cell*** *** Fax
We acknowledge and regret that our attempts to resolve this customer’s complaint have not been successful We will continue to try to work out a reasonable solutionThat will be possible if there is a willingness on the customer’s part for constructive communication. Unfortunately,his last written response that began, “This Company is a complete scam”, is not very helpful and requires a brief responseOur company is in its thirty second year in businessWe sell our products in over 2,retail outlets in virtually every stateWe are properly registered and operating in good standing in all of those states, including *** ***, the customer’s state of residenceThose 2,retail outlets sell several hundred thousand applications of our products each year. We have very few dissatisfied customers Our products perform well and they are backed by our warranty and consumer guarantee Our customer service claims process is designed to honor all of the specific obligations of our warranties. This customer has filed a claim and we have attempted to make arrangements to repair what we believe to be covered damage He disagrees with our assessment of what coverage applies to his claimWe are attempting to have an independent mobile technician inspect the vehicle to determine what damage is repairable under the warranty coverage and then make those repairs He is requesting, instead, a full refund from us, for what he paid to the independent retail outlet where he purchased our productWe will make every effort to bring this matter to a satisfactory conclusion and recommend for the customer to call our Director of Customer Experience at *** ***
Complaint: ***
I am rejecting this response because: This company is a complete scam! What is the difference between "chipped paint" and "missing paint?" This company absolutely did not offer to send a representative to take care of anythingThat is a complete lie. I submitted photos and heard nothing, after my third attempt to follow up with them and I received a message to call them. When I called I was told they had been attempting to reach me. Again...a complete lie as I work full time from home and never received a message or missed call. When I called I was told that the photos showed issues that are not covered by the plan. As I read the plan I find that to be a complete contradiction from the contents of the contract. I paid $in good faith for coverage that this company is failing to deliver to me. I expect a full refund since this company is refusing to provide the service for which I paid in full. Again....I believe it is important for the Revdex.com to know that this company is flat out refusing to honor its responsibility according to a contract developed by them and sold to me for $755.00. The company is a scam. Again.....what is the difference between "chipped paint" and "missing paint?" I sent this company a photo even though I see no requirement to do so within the contract. This company is a major problem and needs to be investigated immediately. If the Revdex.com will not be investigating I would like to know that as my next step will be to go to the news media for investigative support
Regards,
*** ***
Cal Tex apologizes for Ms. [redacted] frustration, unfortunately we did not receive a letter requesting a refund. Our warranty is a product warranty and our protective coating was applied to Ms. [redacted] paint, fabric and vinyl/leather and therefore cannot be refunded. There are many...
benefits to our product and warranty and we look forward to serving you should you need it.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will contact the business by 29 Sep 17.
Regards,
[redacted]
We apologize for Mr. [redacted] frustration. The original claim was processed as a Time Frame Exception as a repair only as the warranty requires notification within thirty days of the damage being noticed. We would like the opportunity to correct the issue cause by the...
repair. We can be reached at [redacted] option 2#. Thank you, The CalTex Team