Kwik Kar - Franchise

I heard from the [redacted] of Kwik Kar on Monday [redacted]. He agreed to refund $200 to me because I had to take my car to my usual mechanic to get it back in working order. My mechanic found multiple loose bolts on both the new waterpump and the timing cover which were not tightened properly. This caused a major leak of the coolant and it also caused the car to smoke from under the engine when the coolant hit the hot motor. This had been the issue I originally went to the business to have the car repaired in the first place. I had to spend $200 at my mechanic to have everything fixed properly. I could not afford to wait for Kwik Kar to respond as I need my car for work. The [redacted] told me he was sorry that he responded so late. Apparently they never gave him the paperwork regarding my complaint. Besides filing here with the Revdex.com I also send a complaint to the business personal website as well. It still took 7 days for a response. The Kwik Kar [redacted] was made aware of all of this he apologized to me and agreed to give me the $200 for my repair bill. He told me that they would mail me the check. This was on Monday afternoon. I still have not received payment at this time. When I receive the agreed upon amount and said amount clears my bank I will then close this complaint.Regards,
[redacted]

Well my experience with the Fontaine's started April 13 2015. The came and scraped the ground and like a it, my busy schedule I paid them. So they said they would be back Tuesday to finish. Well They didn't show till Wednesday dropped a load of crush and go and spreaded it out. They said let rain on it, then the would be back to pack with a steam roller. Thursday no show, now I was informed they would be here Friday between 9am and 10am, so far they have not showed. I was told if it needed more material it was his responsibility, well called him Thursday afternoon and he said if more material was needed I would have to pay. If you look at the Better Business home page it is deceiving. It says they are a A+ company, however, how can they be a A+ company if they are not Revdex.com accredfinishTheir office number on Revdex.com is not a valid number. I called the number given to me on a card, they answered till Friday morning. They did leave their equipment here so hopefully I am home when they return to finish

I received this complaint and am responding on behalf of PeggyBank.
 
We sincerely apologize for the negative experience...

that this customer had.  PeggyBank has regretfully closed for business and has returned all customer materials that were not processed.  Since this customer has not received the services she paid for, she is entitled to a refund.  I can help this customer by sending contact information for the previous owner who retains the funds that were paid.  We unfortunately are unable to process the refund for this order, but the previous owner should be able to. 
 
We have attempted to connect customers with the previous owner in the past but it has been difficult to secure their refund.  The approach that has been more successful is to work with the customer’s financial institution directly.  They are often able to reverse the charges through chargeback disputes to obtain the customer’s funds.  If the customer would like contact information for the previous owner, please let me know and I’d be happy to provide it.
 
While I wish we could do more, our hands are tied because the business is closed and we don’t have access to the funds that most customers have paid.  We hope this helps the customer recollect their funds from the original owner of the business.
 
Customer: [redacted]
Order #:[redacted]
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

Thank you for forwarding this customer’s complaint to us.  I apologize for the delayed reply – I only received it today.
 
face="Calibri">I’ve requested a refund of $52.99 to be processed for this customer.  Since she no longer has the credit card that was used, we can mail a check to the address provided in the complaint.
 
It is unfortunate that PeggyBank could not continue working to fulfill the rest of the backlogged orders, and I apologize for the negative experience this customer had. 
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

transparent"> 
Thank you for forwarding this complaint to me. It is important that I am aware of all negative customer experiences, such as this one, to take the necessary steps to improve our systems and processes. I am very sorry that it has taken so long for this order to process. We still have a number of orders here from previous management that needs to be transferred and completed. Although I've sent this history to the Revdex.com, I am including it here for the benefit of this customer. It is important that all of our customers understand what has happened with the PeggyBank business and the progress we've made thus far. While that doesn't necessarily improve this specific customer's situation, it does shed some light on why things are the way they are.
 
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition channel, because they provided a quality product that most people could use, and did so at an incredibly affordable price. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their stated turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 10-12 months.
By that point, the owner of the business was looking for a solution to help provide their services to these new customers, within an acceptable amount of time. He spoke with our company because we provide similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for.
We took on the tall task of helping the PeggyBank brand, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable_as possible. At that time, we. inherited 5,500+ orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 800 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
For this specific order, I have asked my team to pull it and prioritize it for processing. I'm doing this because, a refund for the payment that was processed, may prove to be extremely difficult. The payment for this order was made to previous management, and they have been lesc than accommodating when it has come to helping previous customers in similar situations. We would prefer to provide this customer with the services they've already paid for, because we know it will be a great ordeal to seek a refund for the payments they've already made.
I will also ask one of my customer service team members to give-[redacted] a call. We urge our customers to
contact us through email because it is the most efficient way for us to respond to all of our customers.

Thank you for writing to us about this complaint ([redacted]) and giving me the opportunity to explain our situation, and the specific details of this customer's...

order.
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rate. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 9 months.
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for. In October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility.
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,500+ orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 1,000 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
Due to the personal nature of our business, we understand that customers may feel uneasy at times, because we are holding their treasured memories. In some cases, these are the only copies they have of a loved one who has passed away, and we take the security of these materials very seriously. One of the systems that we Implemented when taking over the backlog of orders, was a barcode system to fully inventory all of the orders into our database so at any given point we can find an order in our warehouse. This was not in place with previous management, and has improved efficiency since its implementation.
With regards to this particular customer, we are truly sorry that this has become such an annoyance that a complaint was filed with your office. We understand the frustration that many of these PeggyBank customers have experienced over the past year plus. We are doing the best we can to complete all of the orders that we inherited, so that every customer will end up with a digital archive of their memories
This particular order has been transferred and the original materials have already been delivered back to the customer. I looked up the download link we provided, and the files still reside there as well. Many customers prefer the flash drive option in addition to the download option to have an extra back-up of their digital memories. One of my team members will email the download link to this customer again and if she decides she no longer needs the flash drive, we can reverse the charge.
 
While there may be some customers posting on our Facebook page, the vast majority have been serviced with completed orders. We should be completed with the backlog in the upcoming months.
Please let me know if I can provide any additional details regarding our situation or this particular customer's order. We are always happy to help in any way possible.
Koa [redacted] PeggyBank

I looked up this order and discovered that the materials were already shipped and delivered to the customer.  UPS Tracking: [redacted] can be verified.
face="Calibri"> 
As it relates to the overall customer experience and length of turnaround time, we have been overwhelmed over the past 2 years and apologize for the negative impact our situation has had on this customer.  If this customer would like to pursue a refund, I can provide contact information for the previous owner of the business, who received the original payment.  Customers have experienced mixed results when seeking  a refund from him.  Unfortunately, we are unable to issue refunds that relate to payments that were not received by the existing PeggyBank ownership.
 
Please let me know if you have any questions or need additional information.
 
Regards,
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  In addition, [redacted] was very accommodating and helpful throughout the situation. It's unfortunate that we had to meet under such circumstances, but I am grateful for his level of customer service. 
Sincerely,
[redacted]

Thank you for writing to us about this complaint ([redacted]) and giving me the opportunity to explain our situation, and the specific details of this customer's...

order.
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rate. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 9 months.
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for. In October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility.
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,500+ orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 1,000 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
This particular has been digitally converted and ready to ship back to the customer. We've attempted to make contact to determine how the customer would like to receive their digital files. I will ask our team to call and/or email again to see if we can connect and have the completed order shipped back.
Please let me know if I can provide any additional details regarding our situation or this particular customer's order. We are always happy to help in any way possible.
Koa [redacted] PeggyBank

Thank you for sending me this complaint and providing us with the opportunity to address the customer’s concerns.
 
face="Calibri">PeggyBank has unfortunately made the difficult decision to close its doors.  The business was not able to continue to operate with ScanDigital.  While we made every effort to process as many orders as possible for PeggyBank.  This particular order was not paid for so it was not started, and simply closed out incomplete.  The materials for this customer have been shipped back and show as being delivered.  The UPS tracking # is [redacted].  It appears this complaint was submitted the Friday before the package was delivered, and should be resolved at this point.
 
If you have questions or need additional information, please let me know.
 
Thanks,
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

I read through this complaint and want to express my apologies for the negative experience this customer has had so far. 
 
0pt;">The system we are currently using to manage orders was developed by the previous owner.  We are working to migrate the order data into our system so that it is properly managed and issues like this do not fall through the cracks in the future.  We should have loaded all of the files for both orders onto the first flash drive, which would have avoided the additional headache and frustration for the customer.
 
I’m happy to hear that all of her original materials have been received along with the digital files for one of her orders.  I just emailed my team and we should have the files for the other flash drive loaded and shipped today or tomorrow.  I understand this is probably something that the customer was told before, but I will make sure it happens.
 
If you need additional information from me, please let me know.  I’m happy to help in any way possible.
 
Regards,
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

At the beginning of 2014, PeggyBank started running promotional offers with groupon.com.  Groupon is a website the connects consumers with businesses who are offering...

products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition channel, because they result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
By the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their stated turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 10-12 months.
The owner of the business was looking for a solution to help provide their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for.
We took on the tall task of helping the PeggyBank brand, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,500+ orders, with new orders coming in every day.
Fast forward to the middle of 2015 and we were SO% through the backlog of orders. With a remaining 800-1,000 left to be inventoried and processed, we were close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks. Unfortunately, PeggyBank did not honor the financial obligations that were outlined in our agreement. We are no longer able to process their orders, and they have since decided to close their doors for business.
There are a number of PeggyBank customers who are seeking refunds for their orders. We are suggesting these customers file a chargeback dispute through their financial institution. This has proven to be the quickest and most efficient way to secure their funds. Since this payment was made to the previous owner of PeggyBank, current ownership is unable to process the refund. I can provide contact information for the previous owner, but that hasn't proven to be successful with other customers.
We apologize for the inconvenience and less than ideal experience that this customer has had. If this customer would like contact information for the previous owner, I would be happy to provide that.

We found a bolt loose on the water pump that we had changed. Since all of our work is warrantied but a follow up repair was completed, we refunded the customer 200 dollars instead of the requested 90. This is a great customer that we plan on continuing to do business with. This Concludes the...

response to the complaint.

Thank you for forwarding this complaint to me.  It is important that I am aware of all negative customer experiences, such as this one, to...

take the necessary steps to improve our systems and processes. I am very sorry that it has taken so long for this order to process. Customers should never be left with unanswered responses and feelings of being scammed. This is not our intent, and we will do what we can to remedy the situation.
I will work with our team to finish this order by the end of next week. It looks like the transfer process has begun, but we have not been able to fully capture all of the footage on every tape that was received. If the team is unable to capture the footage by Monday/Tuesday, I will work with them to figure out next steps.
In addition, I would be happy to offer [redacted] a credit to transfer additional tapes in the future. I can assure her that we will do everything possible to make her next order a speedier experience. If she informs me ahead of time, I will prioritize her order ahead of others, to speed up the overall process.
If you have any questions or need additional information, please let me know.
Koa [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
They did send me my tapes back and downloadable files but not the memory stick that I paid for that is supposed to contain the files. 
Regards,
[redacted]

This complaint was received in the mail and forwarded to me today.  Unfortunately, after reading through it, I’m not sure what needs to be done on our end.  We are diligently working through the backlog of orders inherited by the...

previous owner of the business, and have processed 85-90% of it.  At this point, we are working on damage control, completing these orders, and fixing the business.
 
As it relates to this customer, she unfortunately hasn’t given us an opportunity to provide the services she ordered.  I understand her concerns based on what she may have read online, but human nature very often provides large amounts of feedback when it’s negative, and very little when it’s positive.  We have processed thousands of orders (close to 5,000) that we inherited.  It’s understandable that the customers who posted complaints would not take the time to go back and post updates with positive results that they’ve experienced, but I mention this only to say that negative comments online do not paint the entire picture of the situation.
 
We are fixing a problem created last year by former management.  We are heading in a great direction with the business, but it is very difficult to do so when we have so many upset customers.  We are doing our best to work with each one individually to respond to every complaint and provide the level of service our customers deserve.
 
Beyond that, please let me know what other information I can provide, questions I can answer, or more we can do.  We are happy with the progress we’ve made this far, and I understand it is difficult for a single customer to see what we’ve done.  But we’ve helped close to 5,000 customers receive their materials, along with the digital copies; something that would not have happened with previous management.
 
Regards,
 
Koa [redacted]
ScanDigital, Inc.
Tel. 310.773.3970
[email protected]

Sent: Friday, October 17, 2014 2:18 PMTo: drteamSubject: Revdex.com CASE # [redacted]
 
To:          Dispute Resolution Department
RE:      ...

   [redacted]
 
We have contacted [redacted] in regards to this complaint and attempted to resolve the issue with him. The customer failed to  notify us that he had a problem until after September 16. Mr. [redacted] had the vehicle repaired elsewhere 21 days after the coolant exchange was done (7/27/2014). Had we failed to do the coolant exchange properly he would have had an overheating issue the first time it was completely warmed up. The invoice from the other shop did not state our work was defective only that he had an overheating issue. We deny that exchanging his coolant caused the overheating issue. In addition we were not provided the opportunity to cure any claimed defects in workmanship first. Our warranty is provided to prevent customers from incurring additional cost.  We respectfully deny Mr. [redacted] claim.
 
[redacted]
Operations Manager
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  In addition, [redacted] was very accommodating and helpful throughout the situation. It's unfortunate that we had to meet under such circumstances, but I am grateful for his level of customer service. Sincerely,[redacted]

From: [redacted] Sent: Wednesday, May 13, 2015 3:33 PM To: drteam Subject: Revdex.com Case # [redacted]   To:          Dispute resolution team Re:         case #[redacted]...

From:    [redacted]   We have contacted the customer and she brought the vehicle in. We determined that it had a bad gasket on the drain plug. We replaced the gasket and drain plug. The customer was given a free oil change for the inconvenience. She acknowledged no damage was done to engine. We consider this matter resolved.   [redacted]

Thank you for writingto us about this complaint-([redacted]) and-giving me the opportunity to explain our situation, and the specific details of this customer's...

order.
At the beginning of 2014, PeggyBank started running promotional offers with groupon.com. Groupon is a website that connects consumers with businesses who are offering products or services at a deeply discounted rate. PeggyBank found success with this customer acquisition tool, because they provided a quality product that most people could use, and did so at an incredibly affordable rate. As a result, the large # of sales with Groupon, turned into an increasing volume of orders to be processed.
In the middle of 2014, with continued Groupon sales, the PeggyBank team was struggling to keep up with demand. Falling further and further behind, their turnaround times ballooned from 2-4 weeks to an estimated 4-6 months. In actuality though, after calculating their total backlog and output, they were operating with a turnaround time closer to 9 months.
By that point, the owner of the business was looking for a solution to continue providing their services to these new customers, within an acceptable amount of time. He spoke with my boss, because our company provides similar services, and outsourcing the large amount of work to us would help accomplish what he was looking for. In October of last year, the entire backlog of orders was trucked cross country from Omaha, Nebraska to our facility.
We took on the tall task of helping the PeggyBank brand across the board, from customer service, to fulfilling orders, to website management. With a larger, better equipped team, our goal was to help salvage the PeggyBank brand and provide a customer experience that was as close to acceptable as possible. At that time, we inherited 5,5004- orders, with new orders coming in every day.
Fast forward to today and we are more than 80% through the backlog of orders. With a remaining 1,000 left to be inventoried and processed, we are close to being completely caught up and in a position to provide the ideal customer experience with a turnaround time of 2-4 weeks.
Due to the personal nature of our business, we understand that customers may feel uneasy at times, because we are holding their treasured memories. In some cases, these are the only copies they have of a loved one who has passed away, and we take the security of these materials very seriously. One of the systems that we implemented when taking over the backlog of orders, was a barcode system to fully inventory all of the orders into our database so at any given point we can find an order in our warehouse. This was not in place with previous management, and has improved efficiency since its implementation.
I will check with my team first thing tomorrow morning to figure out what is delaying this order. I'll make sure it is a priority for the team and we focus on sending the completed order out by the end of this week.
Please let me know if I can provide any additional details regarding our situation or this particular customer's order. We are always happy to help in any way possible.
Koa [redacted]