Lacy Auto Parts, Inc.

Dear [redacted],
I would like to start this letter with an apology for the miscommunication . We have a standard procedure on all body and frame cuts that require the customer to fill out a cut sheet form that is cut to that specific customer request. Once we finalize a body cut to that customer request we cannot resell it and therefore that part is nonrefundable. I appreciate you for understanding that policy and procedure. We also have a restocking fee policy that is applied to cancelled orders that are special ordered from another warehouse. The doors that you purchased were not in-stock here at our location and we are charged to freight these parts in to our warehouse for you. There seems to be some miscommunication on this entire order and I would like to refund you the [redacted] restocking fee that was charged to return the doors to our supplier . Sorry for any inconvenience this may have cause you !
Thank you !
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Review: On 3/31/14 I paid $1253.08 for the purchase of 2 doors for a [redacted] and frame. A few days later, I found these items somewhere else for a cheaper amount. I had my mechanic call to Lacy's and tell them we didn't need the parts and wanted a refund. They informed my mechanic at that time, there would be $400 that would not be refunded because they had to cut the frame out. The[redacted], called me to let me know that. I wasn't happy with the fact they would be keeping that much and I asked [redacted] to confirm how much I would be receiving back on my card. [redacted] called them back and then texted me that it would be close to 900 dollars. He did not give a exact figure at that time. [redacted] said that they would process the refund that afternoon or first thing that morning. The next day I asked [redacted] to call to verify they processed the refund and he said they had not and he had to speak to [redacted] about it. Friday 4/4/14 came and I still didn't have a refund. I called there myself and spoke to **. He said he saw the amount of 800 something (I can't remember the exact amount, but it had not been refunded yet.) I called [redacted] back and told him I just talked to ** and he said it wasn't processed yet. ** also said he saw a note of 800 something but he wasn't sure why it wasn't processed yet. [redacted] called back for me and someone else told him the refund had processed on 4/2/14 and I should get it by Monday at the latest. I checked my bank account 4/7/14 and saw a refund of $762.38 had been processed but was immediately concerned because it was not close to 900 or even 800. When I called 4/4/14 around 1pm, I talked to [redacted] who said he wasn't sure what ** had done and he was going to have him call me back. ** called me back and says he told [redacted] it would be almost 900 back plus a restocking fee. I told him that couldn't be true, but even if he told [redacted] that, he definitely quoted me a 800 dollar refund amount when I called on Friday. ** asked me what was the exact amount he told me on Friday? I told him I dont' know it exactly but I was sure it was 850 or 860 but definitely nothing with a 7 in it. ** said he never told me that. I told him that if he told me 700 anything on Friday, it would have definitely alerted me, but he gave me a 850 or 860 amount. I wasn't even thinking to record the exact amount because I just assumed it would be what he said and what was relayed to me from the beginning. ** stated that if I wanted the doors I could come pick them up and he would reverse the entire refund and still charge me the initial $1200 and I told him that wasn't an option because I'd already purchased doors elsewhere. He stated that was all he could do. I asked that he understand the circumstance and that I never received any product or service from him and I'm being charged almost $500 and no product ever moved from his location. I told him I was going to give him the opportunity to resolve this before I reported it to the Revdex.com. He then stated that I need to come pick up the frame part today (which is the part I paid to cut) or he was going to start charging me a storage fee for that! This what said and done just to add injury to insult in my opinion as well. I told him I'll be contacting the Revdex.com and hung up the phone.Desired Settlement: To be charged $500 for a product that was never removed from his facility is ridiculous. There was nothing to restock because I never picked anything up. I understand being charged because they cut the frame out, but I want to be refunded 20% of the entire $1253.08 that was charged to me as they have indicated this is what they charged as a "Restocking Fee" The doors were not removed from the vehicle on my request at all, so the restocking fee does not even apply. They are already charging me $400 they said for the frame rather I want that piece or not.

Business

Response:

Dear [redacted],

I would like to start this letter with an apology for the miscommunication . We have a standard procedure on all body and frame cuts that require the customer to fill out a cut sheet form that is cut to that specific customer request. Once we finalize a body cut to that customer request we cannot resell it and therefore that part is nonrefundable. I appreciate you for understanding that policy and procedure. We also have a restocking fee policy that is applied to cancelled orders that are special ordered from another warehouse. The doors that you purchased were not in-stock here at our location and we are charged to freight these parts in to our warehouse for you. There seems to be some miscommunication on this entire order and I would like to refund you the [redacted] restocking fee that was charged to return the doors to our supplier . Sorry for any inconvenience this may have cause you !

Thank you !

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,